| To respond to a ticket main thread ( in white ), You can do so once you are inside the ticket by pressing the Reply button on the top: |
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| Or by pressing the Reply on the bottom: |
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| Once you pressed reply, you will be taken to the new email message box: |
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| The From field will be dependent on the GROUP the ticket is assigned to. |
| The To field will be dependent on who created the ticket or for whom it was created for. AKA the Requester. |
If there are no CCed people or BCCed then those lines are closed up by default, however you can add up to 30 CC emails to a given thread.
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| Once you've press on the blue CC or BCC (or both) it will open up the fields for you |
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If there are people in the CC field you will see them listed so.
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In case you need to, you can modify the Requester by going to Edit ticket details.
| Once you have created your response, Freshdesk will save your message even if you are leaving the page, it will load it back. You can see it if it saved or saving next to the Trashcan and Send button. If you press the downward pointing arrow besides the Send text then you can open up all the different statuses you can set the ticket when sending the response out, however it is advisable to first always do all Properties changes and updates and then send out the response with the simple Send. |
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By pressing the trashcan between the "Saved" text and Send button you can discard your response without sending
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If there are more than one email address in the TO field of the response received, those email addresses will be moved to the CC field once a Response is being written.
Email addresses added by people on the CC email may behave differently than changes made by Requester or Agent.
Always ensure that your responses are sent to those whom are concerned/supposed to receive those information, and always ensure that people on one email can be in one communication chain.
Make sure to keep the communication with the Customer and with the Warehouse separated.
