The Agent and the User can reply to a request directly from the ticket consultation screen by entering their message in the dedicated field. When a reply is sent, an email is sent to all the people copied on the request.
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Requests awaiting a response from the customer are identified by the status value :
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To reply to a request, simply open the request and enter your response in the text field to the right.
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Once entered, the response appears below the request in the conversation thread.
What’s next ?
Now you can read the following section: Support - Change the priority of a request