Replying to a Ticket
Agents can respond to a customer using the Reply option or by pressing the shortcut key R on the ticket details page.
When you click Reply, the text editor opens. You can type your response and click Update to save it with the current ticket status or select a different status from the dropdown if needed.
Formatting Options
The editor provides various formatting tools for styling your reply.
Inserting an image
To insert an image, two options are available:
- Directly paste an image in the editor.
- Use the Insert Image icon in the toolbar.
Attaching a File
To attach files:
- Drag and drop files into the file drop area, or
- Click Browse to select files.
Supported formats: .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx
Maximum cumulative size: 20 MB
Explore further instructions about File Attachment Limits and Solutions for Large Files.
For attaching files larger than 20 MB, use the external file drives option and include a file link in the text area.
Suppressing Email and Survey Notifications
If you check Don’t send an email in the text editor, an additional option Don’t Send Survey Notifications will appear. When enabled, BoldDesk will not send a survey notification after the reply has been updated.
This is useful when feedback collection is not required.
- When responding to or updating a ticket, agents may utilise canned responses; however, ticket templates are only applicable during ticket creation.
Learn more about Creating or Using Canned Response or Saved Reply Templates in Ticket. - BoldDesk currently does not support saving or managing draft responses within the ticket reply interface. All replies must be composed and submitted in a single session, as partial or unsent messages are not automatically retained.
- Features such as Undo Send or Schedule Send are not available. Once a ticket message is sent, it cannot be undone or scheduled for later delivery.
- To respond to tickets, agents must have the “Reply ticket via agent portal” permission enabled.
- Currently, BoldDesk does not provide a built-in “read receipt” feature for email or portal responses, meaning you cannot directly see if a customer has opened or viewed your reply.
FAQs
Q1: Can I schedule a reply to be sent later or undo a sent message?
A: No. Features such as Schedule Send or Undo Send are not available. Once a reply is submitted, it is immediately sent and cannot be recalled.
Q2: What happens if I accidentally close the browser while composing a reply?
A: The reply will not be saved. Since drafts are not retained, you will need to retype your message.
Q3: Can I insert images directly into my reply?
A: Yes. You can either paste an image directly into the editor or use the Insert Image icon in the toolbar.
Q4: Can I prevent survey notifications from being sent after a conversation ends?
A: Yes. Use the Do Not Send Survey Notification option in the Messenger configuration settings to suppress survey messages for specific pages or use cases.
