how-to · Tickets
Open this in the console
Reply to a ticket.
The reply box at the bottom of a ticket does both. Pick reply to requester or internal note, attach screenshots by dropping or pasting them, and send. The first public reply stops the response clock.
Paste a screenshot straight into the box. It is uploaded when you press send, and the requester sees it in the email and on the portal.
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Write the reply
With the ticket open, write in the reply box. The select on the left decides who sees it: reply to requester emails them, internal note does not leave the hub. A canned reply drops its text in.
Canned replies are set up under Settings › service desk. Setting a ticket to pending pauses its resolve clock while you wait on the requester; their reply sets it back to open.