In the new ticket view, replying to a ticket can be done in two ways. You can either use the Reply button from the header on top of the page, or scroll down to the last message and reply from the action bar. 


Quick guide to replying to a ticket from the new ticket view:

  1. Open the ticket you want to reply to, in your help desk. 
  2. Click on the reply button from the header, or scroll down to choose the same at the end of the thread. 
  3. In the dialog box which appears, type out the reply you want to send to the customer. 
    Note that the original ticket subject, description and other information you need are available in the sticky header on top.
  4. Click on the Send button to send out your reply. 
  5. If you want to change the status of the ticket along with the reply, you can use the arrow mark next to the Send button to choose from any of the options available. 
  6. Your reply will be added to the conversation confirming that it has been sent.