As an agent, you don't have to answer user tickets using the agent interface.
You can just reply to the email notification generated by Deskpro, and the message will be sent to the user and added to the ticket's history.
You must enter your reply above the
=== REPLY ABOVE ===
line in the notification.
If you cc: in another address, it will be added as a ticket CC.
You can insert these special codes to carry out actions within Deskpro like changing the ticket's status. Type the code at the very top of your reply. Deskpro strips out the codes so they are not seen by the user.
Sets the ticket status.
Shortcut for #status agent
Shortcut for #status user
Shortcut for #status resolved
Shortcut for #status pending
Removes pending status on a ticket and sets status to awaiting agent.
Sets the current reply to be an agent note rather than a ticket reply.
#assign option or
Assigns the ticket to the agent specified.
Option can be:
#team option or
Assigns the ticket to the team specified
Used only if an agent is sending a new ticket to the helpdesk, this sets the ticket user by email address.
#label option or
Adds labels to the ticket. Provide labels as a comma-separated list.
#dep option or
Sets the department.
#cat option or
Sets the ticket category.
#prod option or
Sets the product.
#pri option or
Sets the priority.
Sets any custom field.
Prevents a message from being added to the ticket.
Use this when you want to use other action codes but don't want to add an actual reply to the ticket.
See the agent manual section on Replying to tickets by email for more details.