Editing replies and notes

Every reply or internal note in your ticket has an options menu that allows you to:

What does each option do exactly? Read on:

Create a new ticket from the reply / note

This is a useful function to have when you have multiple unrelated questions within one ticket.

Selecting the "New Ticket" option creates a new ticket from the reply. This doesn't trigger a notification to the user, so you can easily continue the conversation in separate ticket threads.

View original email source

If a reply has arrived via email, you can check the original email headers and source.

This option won't appear if the reply origin happens to be different, e.g. it's been added via API, user portal or by an agent.

Edit a reply / note

Use this option to redact sensitive information from ticket.

Users will see the final edited version of the reply in their correspondence and in the User Portal. Agents can check the initial version of the reply, as well as who modified it and when.

Delete a note

Deleted notes get hidden from normal ticket view.

It appears in the All Events mode though. Agents can read the note, see the who deleted it and when, as well as undelete (restore) the note from there.

Please note that deleting a reply is not possible. Use the "Hide" option instead.

Hide a reply from user

Use this with duplicate or unwanted replies. It removes the reply from user view and any outgoing emails.

A hidden reply is visible (though greyed out) to agents. Agents can unhide (restore) a reply if necessary.

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