Replying to a Ticket
Agents can reply to a customer using the Reply option or the shortcut key “R” on the ticket details page.
By clicking Reply, the text editor appears. You can type a reply and click Update with the current status or select another status from the dropdown if required.
There are various formatting options available in the toolbar.
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 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. To find more details about the attachment limits, please refer to this article.
For attaching files larger than 20 MB, use the external file drives option and include a file link in the text area.
- When responding to or updating a ticket, agents may utilise canned responses; however, ticket templates are only applicable during ticket creation. For further information on canned responses, please refer to this article.
- 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.
