Once you click on the ticket you wish to respond to, it will take you to the detailed ticket view where you can choose one of three options: Reply, Forward or Add note.
Clicking on Reply opens up a textbox which lets you format your reply properly (rich text formatting like bold, italics, bullet points and so on). This is based on the source of the ticket. Twitter, for example, does not allow rich text formatting in its tweets so you won’t be able to format your replies as well.
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.
If there’s a particular ticket that you’re interested in, which is not assigned to you, you can keep abreast of the happenings in that particular ticket by making yourself a Watcher. You can do this by clicking on the “Star” icon on the top. Once you do, you’ll receive an email notification every time there’s an update in that particular ticket.