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Question asked by Paul Redpath - 2/10/2022 at 9:34 AM
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Hi

This may be a silly question, but how do I add a reply to a ticket, I can see every other option?

Ta

Paul

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Derek Curtis Replied
Employee Post
Hi, Paul

If it's not clear, then it's not a silly question. You simply click the ... at the top, right of the ticket, and the reply dropdown is displayed:

Will drop down this:
 
In your Ticket view (e.g., My Tickets), you can slide to the left on the ticket and get that ... menu. Clicking on that will give you the options to reply, reply all, etc. 

 I hope that helps. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Roeland Buisman Replied
I just had the same issue. It seems that you only get the reply button with your own active tickets. So you cant answer tickets that are in the waitinglist which is possible on web
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Derek Curtis Replied
Employee Post
Roeland, you can reply to My Waiting tickets the same way as you can My Active tickets. That said, you can't reply to a ticket that's in the Queue without taking it first. (I don't think you can reply to ANY ticket without taking it first, to be honest.)
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
0
Tim Uzzanti Replied
Employee Post Marked As Answer
First impressions are very important and we are listening.  Sometimes, we need to change how we do something to make it easier to understand.  Sometimes, it's implemented in the most efficient way and we need to explain how to use it. The Beta is when we have the most employees involved and thinking about these very things and when we will make the most changes.

We know we need to do something more making Replies and actions clear.  It's a topic of conversation.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Roeland Buisman Replied
Hi Derek, yes that is what i meant. Reply to ticket in the queue which is possible in webversion.
I just noticed, i think it is better that is is needed to take it before answering anuway :-)
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Paul Redpath Replied
Ah, makes sense, sorry forgot thats how the normal web interface would work..

Ta

Paul

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