Replying to Tickets

You can respond to customer tickets directly from the ticket view. This guide explains how to use the reply area, add attachments, and update ticket status when submitting your message.

Reply Editor

To start a reply, click the Reply button in the ticket toolbar. The reply composer will open above the latest message.

• A rich text editor (WYSIWYG) is used — you can format your message with bold, italics, links, lists, quotes, etc.
• Drafts are saved automatically as you type

Attaching Files

• Click Attach File (paperclip icon) below the editor to upload one or more files
• Supported formats include images, PDFs, documents, etc.
• Attached files are sent with your message and appear in the ticket history

📎 Attachment Reminder

Helprace alerts you if your message refers to an attachment, but no file has been added.

• Trigger words include: attached, attachment, see file, etc.
• When triggered:
  • The Attach File link is highlighted in red
  • The paperclip icon is underlined

This is a visual reminder only — you can still submit the reply if needed.

Submitting the Reply

Use the orange Submit as… button below the editor to send your message and update the ticket status in one step.

• Click the dropdown to select the desired status: Open, Pending, On-hold, or Solved
• You can also mark one of these as your default action
• Click the button to send the reply and apply the selected status

Reply Types

In addition to replying publicly, you can also add internal notes visible only to other agents:

• Switch to Note using the toggle icon in the top-left corner of the reply panel
• Notes are added to the ticket timeline but are not sent to the requester

Shortcuts

• Ctrl / Cmd + Enter — Submit the reply using the default status
• Esc — Leave the reply editor for further shortcuts