Replying to the customer

The reply is written at the bottom of the conversation, in the main column: a text editor with bold, lists and links. Under the editor, on the left, a line says where it will go: «The reply will be sent to by email.» — the address is the customer’s, plus whoever is in copy.

Press «Send», on the right under the editor. The reply goes out by email and appears in the conversation. The button stays off until you have written something.

⚠️ Here you reply to the customer, and that is all. For a note to colleagues there is the «Internal note» in the right column: it never goes out by email.

Attaching a file from the computer

Under the editor there is the area «Drop files here, or pick from your computer»: drag files onto it, or click it to choose them. Each file appears in the list with its size and a «Remove» to change your mind. The cap — how many files per message and how much each may weigh — is written just below.

Attaching a document from the library

For documents that support keeps sending unchanged (price list, guides, forms) there is no need to upload them every time. Under the attachments area, the «From the library» button opens a window in the centre with the list of support documents and a «Search by name or file…» box. Tick the ones you want and confirm with the button at the bottom right, «Attach documents»: they land in the attachments list, with a different icon from files uploaded by hand.

A copy of the document goes out, as it is in the library today. The ticket remembers which document and which version: if you later upload a newer one, «Outdated version» will appear next to that attachment. See Support documents.

If you do not see the editor

Replying to the customer is a privilege: if your user type does not have it, the editor does not appear. Ask an administrator.

Questions this guide answers

• how do I reply to a ticket
• does the reply go by email
• how do I attach a file to the reply
• how do I send a document from the library
• who receives the reply