Replying to and updating a ticket

Most day-to-day work happens through replies on the ticket detail page.

Replies vs internal notes

• A reply can be marked client-visible — when it is, it can be emailed to the contact.
• An internal note stays private to agents and never goes to the client.

A client-visible agent reply clears the ticket's awaiting agent reply flag and, if it's the first one, records the first-response time used for SLA response tracking.

Posting a reply

1. Type your message (the body is required).
2. Choose reply or internal note, and tick client-visible if it should reach the contact.
3. Optionally enter time spent — durations accept flexible input (e.g. 1:30 or 1h30m) and honour the configured rounding and minimum-billable rules.
4. Optionally pick a new status to apply with the reply, attach files, and submit.

Canned responses

You can insert canned responses — both your personal saved replies and shared/global ones — to speed up common answers.

Editing ticket fields

Use Edit to change the title, description, company/contact, priority, type, category, taxonomy, asset, board, and SLA policy. Edits are audited. Clearing the Type also clears any stale Subtype/Item.