Reply to a customer or add an internal note
Take a ticket, answer the customer by email, or leave a note only your team can see, and set the next stage.
On a ticket you can do two things: reply to the customer (they get it by email and on their ticket page), or add an internal note that only your team sees, for example what you checked or who to ask.
Steps
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Open the ticket. You see the customer's message at the top, the conversation below it, and the ticket's details on the right.
Open the ticket -
Take it. On the right, set Assigned to to yourself (or a colleague) and click Save. Change the priority or type here too.
Assign it to yourself -
Add an internal note. Click Internal note, write it and click Add note. Notes are yellow and never sent to the customer.
Add an internal note -
Reply to the customer. Click Reply to customer and write your answer. Attach a file if it helps.
Write your reply -
Set the next stage and send. Asking the customer something? Pick Then: Waiting on customer. Click Send reply: it is emailed with a link to their ticket page.
Set the stage and send
Tip Waiting on customer stops the response clock, so a slow answer from the customer doesn't make your ticket overdue.
Good to know
- The first reply is recorded as the ticket's First reply and counts towards your average response time.
- No email on the ticket? Add one in the Email field on the right before you reply.
- The customer's answers show in the conversation, marked Customer.