- Access the Support Manager.
- View the ticket.
- In the Message section, click Post a Followup.
The Ticket Response page appears. - In the To field, enter the email address of the person to receive the message.
- In the CC field, enter the email address of the person to receive a copy of the message.
- In the BCC field, enter the email address of the person to receive a blind copy of the message.
- In the Template field, select a template to auto-generate the desired response. See Adding Email Templates for more information.
- In the Body field, enter the contents of the message.
- Click include comment to display a field to enter a comment for the ticket.
- In the Assign ticket to field, select a different user to assign the ticket to.
- In the Move to Department field, select a different department to move the ticket to.
- In the Set Resolution field, select a resolution for the ticket.
- In the Set ticket to field, select a different ticket type.
- Select Subscribe to ticket, if you want to follow the support ticket.
- If you have any custom support fields, they will be available to select.
- In the Time-Tracking section, enter the amount of time spent working on the ticket in the hours and minutes fields.
- In the Add Timer section, select a different ticket status in the Change Ticket Status to field, and then enter the date to make the change.
- In the Attachments section, click Choose File and navigate to the attachment you want to include in the comment.
- Click Send Followup.
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On this page: