When you’re viewing an individual Ticket in the Agent interface, you can send a message to the User from the reply box.

The reply box is minimized until you start typing or click on it, to give you greater visibility over the ticket thread.

Once you start typing, or engage with the reply box, this will expand to show you the different tools available to you:

To submit a message enter your text and hit Send. By default this will send a message to the User and set the Ticket into the awaiting User status.

Check out Replying to Tickets for a video walkthrough of different ticket replying actions as an Agent.

There are some options to consider when you want to add your message to the Ticket.

Message Types

You'll notice some tabs at the top of the reply box.

These denote the type of message that will be processed, and will vary based on the channels that are enabled on your helpdesk:

• Email - If you write your message in this tab and send the User on the Ticket (and any CCs) will be sent the message.

• Note - If you write your message in this tab and submit it will add it as an internal note on the Ticket. This will only be visible Agents so is helpful for collaborating with other Agents on Tickets.

• Forward - If you select forward, you can forward the contents of the Ticket to an email address of your choice. This can be helpful if you want to discuss the content of the Ticket with someone who is neither the User or an Agent in Deskpro.

• Call - If you have Deskpro Voice enabled, this option will let you select from the number associated with the User on the ticket, or let you dial a new number. You can also select which number you wish to call the user from.

• SMS - If SMS is enabled, this tab will let you select a number associated with the User or enter another, and which number the Agent wishes to send the SMS from.

• WhatsApp - If you have setup WhatsApp, you will be able to select a number associated with the User or enter another, and send a message to the User from the helpdesk's registered WhatsApp account.

• Messenger - If Facebook is linked to your helpdesk, you will be able to use this tab to send FB Messenger responses to users that interact with your business account.

• Twitter - If Twitter is linked to your helpdesk, you can use this tab to send Private DMs to user accounts or Public Tweets from your company's Twitter Account.

When you switch between the message types you'll see that the button to submit the message changes as well.

If you select the note tab the button will simply display Add note and for forwards similarly it will simply display Forward.

Sending Options

When you add a reply to a Ticket and hit send there are a number of properties that are applied to the Ticket by default.

• Assigned Agent - The Ticket will be assigned to the Agent sending the reply, or remain with the Agent it is already assigned to (this will depend on your Admin settings).

• Team - The Ticket will be assigned to the primary Team of the Agent sending the reply or remain with the Team it is already assigned to (again, this depends on your Admin settings).

• Status - This will be set to awaiting User if using the email message type and will remain in its current status for a note.

You'll see these three properties with the send button:

If you do not want the default properties to be set when you submit your message you can amend these first.

If for example you wanted the Ticket to be assigned to your colleague Sherlock when you click send, you click on the Agent icon and select him from the Agent list:

The same can be done for Teams and status. You edit Ticket status by using the dropdown that appears on the send button, this will enable you to change the status the Ticket gets sent as.

There are also options under the send button for the behavior you want to occur after the message or note is added:

• Stay on this ticket means the ticket will stay open after you send a message or add a note.

• Open next ticket will open the next ticket in your queue.

• Close this ticket will close the ticket tab.

You can define if you want Closing the Ticket Tab to be your default option for tickets or notes through your preferences in your Agent profile.

Watch our video walkthrough of Replying to a Ticket for more detail about replying options.