With Freshdesk, you can compose and send customers your rich-text replies by clicking Reply in the ticket. This, depending on the source of the ticket, pulls up a textbox that lets you format your reply, bullet your instructions, insert solution articles, insert canned responses, attach files, bold/italicize important phrases and much more. The options in the textbox depend on the source of the ticket because certain channels, like Twitter or Facebook, do not allow formatted replies.



A quick guide to replying to a ticket

  • Click on Reply within the ticket.
  • Type in the message in the rich text editor and do the necessary formatting.
  • Fill out the cc or bcc fields if necessary.
  • Attach a file if required by clicking on the Attach file icon. A dialogue box pops up which lets you browse through and choose the files; click Open after selecting the files you need. 
  • Alternatively, you can also paste an image inline, in your response. By default, links to these images are public. This is to ensure that the images are accessible when sent via emails. If images are to be made accessible only for valid sessions and not publicly, please write to support@freshdesk.com.
  • Once done, you can click Send to send out your reply.
  • You can quickly change the status of the ticket just as you’re sending your reply. Click the arrow button next to the 'Send' button to view a drop-down menu with multiple send and set as <status>  
  • Click Cancel to revert.


Have you ever typed out a really long email to a customer only for your browser to crash, taking your reply with it? In Freshdesk, your replies are automatically saved (approximately 30 seconds after you type) as drafts even as you type them. This way, even if your browser gives up on you, your helpdesk won't. 


Note: Saved drafts are automatically deleted 24 hours from when they are last saved.


Additionally, for adding email signatures in your replies, you can refer to this link.


How to quickly navigate and reply to tickets in the list you are viewing


For example, if you replying to a ticket from the list view My Open and Pending Tickets, click on the quick view icon on the top right. You will be able to see the first 30 tickets of the particular view. 


 

  • Choose a ticket from the list to reply.

  • Every ticket in the list displays the Source, Ticket id, Requester name, and Priority.

  • If it’s an Open ticket - you will be able to see when the ticket was created and First response due.

  • The current ticket you are replying/viewing would be highlighted. 



With Freshdesk you can compose and send customers your rich text replies by just clicking on the Reply button in the ticket. This, depending on the source of the ticket, pulls up a textbox that lets you format your reply, bullet your instructions, insert solution articles, insert canned responses, attach files, bold/italicize important phrases and much more. The options in the textbox depend on the source of the ticket because certain channels, like Twitter or Facebook, don't allow formatted replies.



A quick guide to replying to a ticket

  • Click on Reply within the ticket.
  • Type in the message in the rich text editor and do the necessary formatting.
  • Add anyone on the cc or bcc fields if necessary.
  • Attach a file if required by clicking on the Attach file icon. A dialogue box pops up which lets you browse through and choose the files. Click on Open after selecting the files you need. 

Tip: If there are a number of attachments, you can also save time by hovering over the files in the previous response and clicking on Add to response. The attachments will then be automatically added to the next reply.



  • Alternatively, you can also paste an image inline, in your response. By default, links to these images are public. This is to ensure that the images are accessible when sent via emails. If images are to be made accessible only for valid sessions and not publicly, please write to support@freshdesk.com.
  • Once done, you can click Send to send out your reply.
  • If you wish to change the status of the ticket as you shoot out a reply, click on the little arrow next to the Send button. A little dropdown menu with all the Send and <Status> options in your helpdesk.
  • Click Cancel to revert.

Sometimes, while typing out a really really long email to a customer, your browser crashes or your system conks out, taking your reply with it. However, in Freshdesk, your replies are automatically saved ( approximately 30 seconds after you type ) as drafts even as you type them. This way, even if your browser gives up on you, your helpdesk won't. 


In case you mention the word attach in your response and forget to attach a file, a prompt pops up asking if you have forgotten to add the attachment. Click on the 'Go back' button to attach a file. If you wish to send the response without an attachment, click on the 'Send Anyway' button.


Note: Saved drafts are automatically deleted 24 hours from when they are last saved.


Additionally, for adding email signatures in your replies, you can refer to this link.