Replying to a Ticket in the Mobile App
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:
- Click Reply on the ticket details page. A reply form will appear.
- Type your response in the reply form to update the ticket.
- Click the Format icon to access various formatting options in the toolbar.
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.
A menu of options will appear. Select the appropriate option to modify the response.
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.