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Edit Ticket Update

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.
     
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