Ticket conversation and reply
Availability depends on your Helpdesk settings and permissions.
Open the page
Helpdesk → open a captured ticket → Conversation. You need Helpdesk access; each action also depends on your access to this ticket and the configured feature permissions.
Write a customer reply
- Read the existing conversation and select Reply. Type a response in Reply to customer. If available, choose Insert Reply Macro, or use Suggest from KB to find support content and insert an article or suggestion. Review and edit the resulting text.
- AI draft reply is optional where configured; the interface says a generated draft costs 3 credits. The configured feature cost can differ from this displayed amount. Review the returned charged-credit and remaining-balance information, generated content and customer details; see reply assistance controls. A presence warning can indicate another agent is replying.
WhatsApp update
When approved template options are available on a captured ticket, WhatsApp Update opens a dialog with Approved Template, Cancel and Send Update. Choose the intended template and review the ticket before sending; this is a customer communication. A success toast is not proof of final provider delivery. If the request fails or the result is uncertain, inspect the ticket and WhatsApp delivery evidence before retrying.
Send or close the composer
- Choose Add Reply to submit the customer-facing response. Close hides the composer; it is not the ticket Close action. Review content and recipient before submitting: the system records a conversation and attempts email when a helpdesk email is configured, using the ticket recipient or contact’s first email. A reply can reopen an On-Hold ticket and updates response/SLA and escalation state. Replies must contain more than two bytes and cannot exceed 65,530 bytes. A success message may appear even if an oversized reply was not saved. Verify the saved conversation and delivery before retrying an uncertain result.
- Example: “Hello Alex, please try the steps in the access article and let us know the result.”