How to Reply & Update Tickets in BoldDesk Mobile App

Learn how to efficiently reply to tickets, update ticket details, and use AI assistance in the BoldDesk mobile app. This guide covers:

• Responding to customer queries
• Changing ticket statuses
• Attaching files
• Using AI-powered tools for faster communication

1. Viewing and Updating Ticket Details

When you select a ticket from the Ticket List page, you can view:

• Ticket details
• Associated sub-features
• Responses, status, attachments, and work logs

You can update any of these directly from the ticket details page.

2. How to Reply to a Ticket

Follow these steps to respond to a customer ticket:

1. Click Reply on the ticket details page. A reply form will appear.
   
   

   
   
   

2. Type your response in the reply form.
   
   

   
   
   

3. Use the Format icon to access text formatting options (bold, italic, lists, etc.).
   

   
   
   

Using AI Assistance for Replies

BoldDesk offers AI-powered tools to improve your responses:

• Rephrase text for clarity
• Elaborate or shorten messages
• Translate content into multiple languages

Steps:

1. After composing your response, click the AI-Assistance icon.
   

   
   
   

2. Choose from the available options (Rephrase, Shorten, Translate).
   
   

   
   
   

3. Apply changes and send your optimized reply.

3. Updating Ticket Status

After typing your response:

• Click Update to save changes.

• Optionally, change the ticket status (e.g., Open, Pending, Closed) before submitting.
  

  
  
  

4. Attaching Files to a Ticket

To attach files:

• Click the Attachment icon in the reply form.

• Select the file from your device and upload it. Supported file types: images, PDFs, and common document formats.
  

  
  
  

5. Using Knowledge Base Articles in Replies

The BoldDesk mobile app integrates with your Knowledge Base:

• Click the Article icon in the reply interface.
  

  
  
  

• Browse or search for relevant articles.
  
  

  
  
  

• Insert article links directly into your response without leaving the ticket page.

Frequently Asked Questions (FAQs)

Q1: Can I update ticket properties while replying?
Yes. You can update the ticket properties and add attachments during the reply process.

Q2: Does AI Assistance support multiple languages?
Yes. You can translate responses into supported languages using AI tools.

Q3: Can I share Knowledge Base articles with customers?
Yes. Use the article icon to insert links from your Knowledge Base.

Related Article

• Managing Tickets in Mobile App
• How to Modify Ticket Properties in Mobile App