Drafts
If you start a Ticket message or note and close the Ticket tab or browser window before you send it, the draft version is automatically saved.
Simply re-open the Ticket to see the draft message and continue editing it.
Other agents can see your draft message if they open the ticket. This is to avoid collision as they will know someone if working on the request already.
Reply Box Options
In the reply box, you'll see a number of options you can apply to your message.
These are the different actions that the reply box features let you take:
Clear draft - This will clear any draft saved and allow you to start a fresh message.
CC - This will add a CC line to the top of the reply box where you can add CCs.
Text Formatting - This will open the message formatting options. You can read more about formatting in the Message Formatting section.
Add Snippet - Insert a Snippet into your message. You can read more about Snippets in the Snippets section.
Add attachments - Click to select a file to add as an attachment.
Translate - This option opens the machine translation in the reply box.
Use Macro - Apply a Macro to the Ticket. You can read more about Macros in the Macros section.
You can also add an attachment by dragging and droppping the file onto the message box. Drop it on the top bar to add it as an attachment.
You can also add image files inline by dropping them into the body of the message:
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