Replying to Incidents

Once an incident is reported, agents can work on the incidents and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. These replies can also be sent to the other stakeholders related to the incident using the cc and bcc.

Reply modal

• Once you click on the Reply button, Reply modal will open up.

• Agents can format the reply using the various properties available in the Rich Text Editor.

• In Addition to adding a reply agent can also update ticket properties like Status, Priority, Assignee, Assignment Group, Due by, Time Spent, Tags, Add Subscriber, Change Subject etc.

Attachments

• Inline images can be attached to the reply by clicking on the Image icon in the editor.

• Files can also be uploaded as Attachments to the reply.

• Images, Files, Docs, Excels, Pdfs can be attached to the reply.

• Files up to 25MB size can be attached per update. Agents can attach any number of files to the update, but the cumulative size of the attached files to an update should not exceed 25 MB. There is no restriction on the file extension.

Canned Actions

• Agents can pre-configure canned actions under Automate > Canned Actions and make use of it in the Reply modal.

• Clicking on the Canned action button on the modal will display a popover where the list of canned actions accessible to the agent will be available.

• Click on a canned action to populate it in the Reply modal. 

• Note: You can notify the requesters on the replies by sending email notifications to them. You can enable it under Manage > Notifications