Replying to Tickets

When you open a ticket you see the whole conversation with the customer and, at the bottom, the reply field with formatting, attachments, emoji and GIFs. Above the field are the “Reply” / “Note” toggle and the “Templates” and “Macros” buttons — see Internal notes, Reply templates and Macros. AI actions on a draft are covered in AI assistant.

Sending a Reply

Type your text and press Enter — the reply goes to the customer through the channel the request came from. For a new line press Shift+Enter (Alt+Enter and Ctrl+Enter work the same way).

If you'd rather have Enter always start a new line, choose “Enter — newline” in Profile → “Chat composer”: replies are then sent only with the “Send” button. The setting is stored in your account and applies on every device. With the “Local” switch on it is saved in this browser only — for example, so that Enter starts a new line on your phone but sends the reply on your computer.

Your first reply in an unassigned ticket assigns it to you, and a reply in a closed ticket reopens it. If the ticket is assigned to another operator, you can't reply until you take it over (the take-over button in the ticket header), but you can still leave a note. Project owners and admins can reply in any ticket. If sending fails, for example because the connection dropped, the text comes back into the field.

Scheduled sending

The arrow menu next to the send button has “Schedule send…”: pick a date and time and click “Schedule”. The time is taken from your computer's or phone's clock, that is, in your time zone, with no shift by the difference from the server's time zone. Until then the customer doesn't see it anywhere: not in the channel, not in the widget, not in their ticket history. When the time comes (the check runs every minute), the reply goes to the ticket's channel like a regular one. A scheduled note stays a note.

Formatting

Select text and a toolbar appears above it: bold, italic, underline, strikethrough, code, link and an AI button. Right-clicking the field (once it has text) opens the same toolbar, and the T button below the field shows these buttons as a row right above it — handier on a phone. Shortcuts: Ctrl+B, Ctrl+I, Ctrl+U. You can also type the markup yourself (**bold**, _italic_) — it turns into formatting on delivery.

Formatting reaches the customer in Telegram, the website widget and email. WhatsApp keeps bold, italic, strikethrough and monospace but not underline, and VK gets the message without formatting. How links look in each channel is described in Reply templates.

Attachments

Attach a file with the paperclip (“Attach file”), the “Image” button, by dragging it into the reply field or by pasting an image from the clipboard (Ctrl+V). The paperclip offers images, video, audio, PDFs, Word and Excel documents and ZIP and RAR archives; a file of another type can be dragged into the field. You can attach several files at once, up to 200 MB each; the messengers themselves may have stricter limits. If a file fails to upload, you'll see an error and the message goes without it — check and send the file again.

An attached image opens in the editor with the pencil button on its preview: arrows, rectangles, ellipses, freehand drawing, text and cropping. A customer's photo from the conversation can be marked up with the palette button on the image itself — it's added to your reply and opens in the editor right away. The “GIF” button below the field opens a GIF search; the chosen GIF is sent to the customer as a file.

Variables in Replies

Variables such as {{contact.name}} are filled in only in templates, at the moment a template is inserted into the reply field. The list of variables is on the Templates: Variables page.

Quoting and media preview

The reply arrow in the header of a customer's or operator's message (notes don't have it) adds a quote to your reply: a “Replying to: …” bar appears above the field, and the cross removes it. In Telegram, VK and WhatsApp the customer sees a regular reply to their message, as long as that message went through the same messenger; in the website widget the message arrives without the quote. In the conversation the quote shows the author and the start of the text, and for a photo a 36 px thumbnail instead of a “[Photo]” caption.