Reply to a ticket

To answer a customer on a ticket:

1. 1Open Supportsager from the sidebar and click the ticket in the list to open the conversation.
2. 2In the Svar box at the bottom, check the Fra address is the support address you want to send from, and the Til address beside it is the person you mean to answer.
3. 3Write your message. If you'd like help, Dealy can draft the reply for you

. See "use Dealy to draft a ticket reply".

1. 4Click Send svar. The message is emailed to the customer and added to the conversation.Your reply goes to the customer. If instead you want to leave a note for your

own team that the customer can't see, use Intern note.

The reply follows the contact. A ticket answers whoever sent the mail that opened it, which is not always the person it is about: a colleague forwards a customer's message, or it arrives from a shared address. Put the right contact on the ticket and the reply is aimed at them from that point on. Setting an address by hand always wins over that.

Once the issue is resolved, set the ticket's status to closed so it leaves your open queue.