Replying is how you actually answer a customer. This walks through opening a ticket, using the composer’s Reply mode, and the difference between Send, Send + Close ticket, and having the ticket window close itself automatically.
Open the ticket
- In the agent console at your workspace’s address, find the ticket in the list. Use the Now / Later and Open / Closed toggles above the list, or search, to locate it.
- Click anywhere on the ticket row except a colored chip — clicking a chip (type, priority, assignee) filters the list by that value instead of opening the ticket.
- The ticket opens in a modal showing the full conversation thread, scrolled to the newest message.
Write your reply
- At the top of the composer, make sure Reply is selected in the Reply / Note toggle — it’s selected by default whenever you open a ticket.
- Click into the message box and type your reply. Use the formatting toolbar above the box for Bold, Italic, Bullet list, Numbered list, Quote, Link, Code, Image, or Attach file. Image and Attach file only appear once your workspace has image/file storage configured in Settings → Tickets → Images & Files; clicking either before that’s set up shows a prompt to open settings instead of a file picker.
- Optional: click + Template to insert a saved canned response, or ✨ Generate reply to have AI draft a reply from the conversation so far. Generate reply only appears once your workspace has an AI provider connected in Settings → AI features.
- While you type, the customer sees a live “typing” indicator on their side of the ticket.
Send it
- Click Send. Your reply posts to the thread on your side of the conversation, and the customer is emailed a link to read it — unless they’re actively viewing the ticket right now, in which case no email goes out.
- If the ticket is open, a caret appears next to Send with more options: Send + Close ticket (posts the reply and closes the ticket in one action), Send during support hours (only shown when Settings → Tickets → Availability is on and right now falls outside it), and Snooze until tomorrow (doesn’t send anything — it defers the ticket instead).
- Sending a reply always moves the ticket from Now to Later, since it’s now waiting on the customer. If the customer replies again, it jumps straight back to Now automatically — even reopening it if you’d closed it.
Have the ticket window close itself when you send
If you’d rather not close each ticket by hand after replying, turn on the matching preference once and forget about it.
- Open Settings (the gear icon) → Profile.
- Under Preferences, check “Close the ticket window when I press Send on a reply” to close the window on every plain Send.
- Check “Close the ticket window when I press Send + Close ticket on a reply” to close the window specifically when you use Send + Close ticket. The two checkboxes are independent — turn on either one, both, or neither; both default off.