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Replying to a Ticket

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Updated:

Agents can reply to a customer using the Reply option or the shortcut key “R” on the ticket details page.

Reply_Option.png

By clicking Reply, the Text editor appears. You can type a reply and click Update. While replying to a ticket, you can change the status if required.

Text_Editor.png

There are various formatting options available in the toolbar.

Formatting_option.png

Inserting an image

To insert an image, two options are available:

  1. Directly paste an image in the editor.
  2. Use the Insert Image option in the toolbar.

Inserting_Image.png

Attaching a file

To attach files, drag and drop the files in the file drop area or use the Browse button.

Supported file formats are – .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx
Max cumulative allowed file size – 20 MB. Find more details about the attachment limits; refer to this article: 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.

File_Attachment.png

  • Bolddesk currently does not offer a feature to save or manage 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.
  • An agent must have permission for replying to a ticket through the agent portal. To achieve this, the Reply ticket via agent portal checkbox should be enabled, as shown in the following image.

Enabling_permission_checkbox.png

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