How do we respond to ticket emails?

Helpdesk Project Manager
1

How do we respond to ticket emails? I can’t find a reply button!

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Any feedback on this would be great thanks. :slight_smile:

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Hi @STEVE_SOLER ,

Thanks for your question and great you are pointing this out!

This feature is on our roadmap, and we plan to realize this soon. Until then, I recommend continuing via mail with your customer.

Hope that helps.

Best Regards,
André

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4

You can write a message to your customer in several ways:

  • Click on the e-mail address in the left column
  • In the Messages widget click on New and then Message to customer
  • In some statuses you’ll have Send to customer button on the top right
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So there is no way to directly reply to a customer’s incoming email, like you normally would in any email client? If not, is this on the roadmap because it seems like it would be very helpful to have a reply button visible for incoming emails?

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6

@STEVE_SOLER Yes, it’s on the roadmap :slight_smile:

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