When a ticket lands on your portal and you have the answer ready, the most basic thing you want to do is shoot out the reply. The next thing you need is to be able to format your reply right, bullet the instructions you want to give the customer, and highlight, bold or italicize the important phrases. With Freshdesk you can compose and send customers your rich text replies by just clicking on the “Reply” button in the ticket.
You can even attach a file, copy someone in your replies to keep them in the loop, or shoot a BCC to a dropbox email address.
Quick guide to reply to a ticket
- Click on Reply within the ticket
- Type in the message in the rich text editor and do the necessary formattings.
- Add anyone on the cc or bcc fields if necessary
- Attach a file if required by hitting the Choose File button.
A dialog box pops up which lets you browse through and choose the file.
Click on Open after selecting the appropriate file.
- Once done, you can click Send to send out your reply or if you wish to resolve the ticket by replying to it, hit Send and Resolve or else click Cancel to revert.
Sometimes you need to type out a really long reply, or run out for a cup of coffee. And before you hit send, the browser crashes or your system restarts, taking your reply with it. In Freshdesk, your replies are automatically saved as drafts even as you type them. That way, even if your browser gives up on you, your message stays in-tact.
Please select attachment for an image walk through below:
