Using the edit option, the following ticket updates can be edited from within the ticket details page:

• Contact message
• Private note 
• Update sent to the contact.

Steps to edit a Ticket Update:

• Navigate to the desired ticket details page.
• Click on more button and hit Edit to make the necessary amendments to ticket updates.

Note : This will not send any notification to staff/contact. 

Edit Updates Permissions Explained:

• Edit contact reply: This permission enables agents to edit a customer’s reply.
• Edit their own reply: This permission enables agents to edit their own agent reply.
• Edit others’ replies: This permission enables agents to edit other agents’ replies.
• Edit their own note: This permission enables agents to edit their own private notes.
• Edit others’ notes: This permission enables agents to edit other agents’ private notes.