Sections: Organizing Shared E-mail | Conversations | Replying

Clicking the Reply button while displaying a ticket will allow you to write a response, as you would in any e-mail client, without leaving the ticket's page. This allows you to reference the ticket's information and history as you write.

After you write, you'll be prompted for the ticket's next steps. By default, a ticket will be placed into "waiting for reply" status and hidden from the available work list. This provides a streamlined way to manage tickets with minimal busywork.

In addition to replying, you can also anchor notes to specific messages. A note will keep a historical message highlighted in the ticket history. This is especially useful when you need to constantly refer to an older message; and it's also helpful to add a quick note when handing a ticket off to a new worker to let them know what's needed from them. Notes are designed to be disposable. If you want your note to remain in the ticket's history, use the Comments tab.

Start over? Organizing Shared E-mail