Once you click on the ticket you wish to respond to, it will take you to a detailed ticket view where you can choose one of three options: Reply, Forward or Add note.

Clicking on Reply opens up a text box which lets you format your reply properly (rich text formatting like bold, italics, bullet points and so on). 

Sometimes, you might want to forward a ticket to a third-party vendor or to someone outside your team for help. That’s when you need the Forward button. The reply from the third-party vendor gets added as a note to the ticket. 

You also have the option of adding notes to a ticket. Private notes can be used for collaboration and internal communication - you can leave notes for other agents about the particular recipient or ticket by simply clicking the Add Note button. 

You can use public notes for non-invasive updates - say, you want to tell a particular customer, who’s been waiting a while for his solution, that you’re working on his bug but you don’t have anything concrete. You can choose to leave him a public note, a note that he can see when he checks the status of his ticket, rather than shoot him a reply. 

Replying to a ticket

With Freshdesk you can compose and send customers your rich text replies by just clicking on the Reply button in the ticket. This, depending on the source of the ticket, pulls up a textbox that lets you format your reply, bullet your instructions, insert solution articles, insert canned responses, attach files, bold/italicize important phrases and much more. The options in the textbox depend on the source of the ticket because certain channels, like Twitter or Facebook, don't allow formatted replies.

Quick guide to replying to a ticket

  • Click on Reply within the ticket.
  • Type in the message in the rich text editor and do the necessary formatting.
  • Add anyone on the cc or bcc fields if necessary.
  • Attach a file if required by clicking on the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file.
  • Once done, you can click Send to send out your reply.
  • If you wish to change the status of the ticket as you shoot out a reply, click on the little arrow next to the Send button. A little dropdown menu with all the Send and <Status> options in your helpdesk.
  • Click Cancel to revert.

It's happened to all of us. Sometimes, while typing out a really really long email to a customer, your browser crashes or your system conks out, taking your reply with it. However, in Freshdesk, your replies are automatically saved as drafts even as you type them. This way, even if your browser gives up on you, your helpdesk won't. 

Forwarding tickets to a third party
Sometimes you might need to involve a third party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email address right from within the ticket. Please note, however, that any subsequent replies from the recipient gets added as a private note in the ticket. You can further respond to these replies from third parties and continue the conversation in the ticket thread.

Quick guide to forwarding a ticket 
  • Click on Forward within the ticket.
  • Enter the To email address.
  • Type in any additional message if required and do the necessary formatting. 
  • Attach a file if required by hitting the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file.
  • Hit Forward once you are done to send the message.
  • Click Cancel to go back.

Using Canned Responses in ticket replies
Canned Responses can be used to quickly insert pre-formatted reply templates into your messages. You can make your pre-formatted replies even more personal, by inserting the requester's name, agent signature and ticket details, with dynamic placeholders. You can choose to create personal canned responses or have your Admin create some for you.

Quick guide for using a canned response in a ticket
  • Click on any ticket from the dashboard or the ticket list to view its details.
  • Select Reply to start composing your reply to the customer. (You can use canned responses in Notes too.)

  • The Canned Response button is the little chat box with a star inside it. When you click on it, a light box appears with a list of available canned responses.

  • Click on the response you would like to add to the reply.
  • The pre-formatted reply template, along with dynamic content is now added to the reply, ready to be sent to the customer.