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Replying to a Ticket in the Mobile App

Published:
Updated

The following are the details to reply and update the status of tickets in the mobile app.

Updating ticket details

When a ticket is selected from the ticket list page, its details, including all associated sub-features, are displayed. Agents can update their responses, ticket statuses, attachments, work logs, and other relevant information.

Responding to tickets

To reply to a customer’s ticket, follow the given steps:

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

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  1. Type your response in the reply form to update the ticket.

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  1. Click the Format icon to access various formatting options in the toolbar.

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AI Assistance

You can chat smarter with AI-powered tools to rephrase, elaborate, shorten, or translate your messages effortlessly.
After composing your response, click the AI-Assistance icon to proceed.

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A menu of options will appear. Select the appropriate option to modify the response.

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Updating ticket status

After typing your response, click Update. When replying to a ticket, you can change the status if necessary.

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Attaching a file

To attach files, use the Attachment icon in the reply form.

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