Replying to a Ticket in Mobile app
The following are the details to reply and update the status of the tickets.
Updating ticket details
When a ticket is selected from the ticket list page, the ticket details will be displayed, including all associated sub-features. Agents can update their responses, ticket statuses, attachments, work logs, and other relevant information.
Respond to tickets and update status
To reply to a customer’s ticket, click Reply on the ticket details page.
After clicking the Reply icon, a reply form will appear. Click the highlighted area to type your response.
Various formatting options are available in the toolbar as shown below.
Inserting an image
To insert an image, use the Insert Image option in the toolbar.
Updating ticket status
After typing your response, click Update. When replying to a ticket, you can change the status if necessary.
Attaching a file
To attach files, use the Attachment icon in the reply form. The maximum cumulative allowed file size is 20MB.