How does Reply Work in Tickets – Salesmate

In Tickets, replying typically involves responding to a customer inquiry or issue within the ticketing system.

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To Reply on Tickets,

Click on the Ticket to open it in the Detail View
Then, navigate to the Reply option and type your response using the text editor.
You can also include the Attachments, Images, or the Links within the Replies
Once your reply is completed, send the response to the contact.

As you click on the Send option, the reply will be added to the ticket timeline, and the contact will receive an email notification for that
If there are any collaborators in the ticket, they will also receive the email notification as CC for this email.
When a customer replies to any of these emails, the customer’s reply will be added to the timeline of the ticket
When a collaborator replies to the ticket, their responses are added to the ticket timeline

Note:

When a Contact Replies to a Closed Ticket, the Ticked will be reopened and the reply will get added.
The ticket will not reopen if replies are disabled on the closed tickets.

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