2.9 Replying to tickets

When a ticket gets assigned to you, one of the first things you would want to do is send a response.

Dworkin Helpdesk lets you send rich text replies to requesters. You can bullet the instructions and bold, italicize and underline key phrases to highlight them. You can Cc and Bcc your fellow agents if they need to be notified. You can link solution articles in the response or choose from a list of canned responses.

1.  From the ticket's detailed view, click on Reply right below the ticket description to get all these options.

2. Once you’ve typed in the reply, use the options above to format it, hyperlink text and insert images.

3. To add someone Cc or Bcc, click the corresponding button. Dworkin Helpdesk will suggest matching names as you start typing it.

4. To attach a file from your computer or Dropbox account, click the corresponding link and browse to choose the file.

5. Once you’re done, either click the Send button or choose from the options to update the ticket’s status as you send the reply.