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Responding to Clients

This guide covers how agents communicate with clients via responses and internal notes, including the editor, attachments, canned responses, and drafts.

Response Types​

TypeCodeVisible to ClientPurpose
ResponseR✅ YesPublic reply sent to client
Internal NoteN❌ NoTeam communication, hidden from client
tip

Use Internal Notes for team discussions about a ticket. Clients will never see these, even if they log into the portal.

Posting a Response​

Step-by-Step​

  1. Open the ticket
  2. Click the Post Reply tab (or button)
  3. Compose your response in the TinyMCE editor:
    • Format text (bold, italic, lists, headings)
    • Add links
    • Insert images
    • Use code blocks for technical content
  4. Configure response options:
OptionDescription
ToClient email (pre-filled)
CCAdditional recipients
StatusSet ticket status after posting (e.g., "Awaiting Client")
SignatureAppend your email signature
AttachmentsAdd files to the response
  1. Click Post Reply

What Happens After Posting​

  • Response appears in the ticket thread (type R)
  • Client receives an email notification with your response
  • Ticket status updates to your selected value
  • AI queue is triggered (re-analyzes ticket with new content)
  • Algolia index updates with new content

Posting an Internal Note​

Step-by-Step​

  1. Open the ticket
  2. Click the Post Internal Note tab
  3. Write your note content
  4. Configure options:
OptionDescription
StatusOptionally change status
Assign ToOptionally reassign the ticket
AttachmentsAdd files visible to staff only
  1. Click Post Note

Use Cases for Internal Notes​

  • Document investigation findings
  • Ask a colleague for help on a ticket
  • Record phone call summaries
  • Note steps taken that didn't resolve the issue
  • Flag concerns for PM review
  • Add context before transferring

TinyMCE Editor​

The rich text editor provides:

FeatureShortcutDescription
BoldCtrl+BBold text
ItalicCtrl+IItalic text
Lists—Ordered and unordered lists
LinksCtrl+KInsert hyperlinks
Images—Embed images (upload or URL)
Code—Inline code and code blocks
Tables—Insert tables
Undo/RedoCtrl+Z/YUndo and redo changes

Formatting Tips​

  • Use headers sparingly — <h3> for section breaks in longer responses
  • Use code blocks for technical instructions, SQL queries, or file paths
  • Use numbered lists for step-by-step instructions
  • Keep responses concise — long responses can overwhelm clients

Canned Responses​

Pre-written templates for common responses:

Using a Canned Response​

  1. In the reply editor, click the Canned Responses button (or dropdown)
  2. Search/browse available templates
  3. Select a template — it inserts into the editor
  4. Customize the inserted text as needed
  5. Post as normal

Creating Canned Responses​

Agents with permission can create shared responses:

  1. Navigate to Admin → Manage → Canned Responses
  2. Click Add New Response
  3. Set:
    • Title — searchable name
    • Department — restrict to specific department (optional)
    • Status — Active/Disabled
    • Content — template body with optional variables
  4. Save

Template Variables​

Canned responses support variable substitution:

VariableValue
%{ticket.number}Ticket number
%{ticket.subject}Subject line
%{user.name.first}Client first name
%{staff.name}Your name

File Attachments​

Adding Attachments​

  1. In the response/note form, click Choose Files or drag-and-drop
  2. Files appear in the attachment list
  3. Multiple files can be attached
  4. Post the response/note

File Limits​

ConstraintValue
Max File SizeConfigured in Admin → Settings → Tickets
Allowed TypesConfigured per settings (e.g., pdf, doc, png, jpg, zip)
StorageServer filesystem (referenced in ost_file table)

Inline Images​

Images pasted or inserted in the editor are stored as inline attachments and display directly in the thread.

Drafts (Auto-Save)​

The system auto-saves your response as you type:

  • Drafts are saved every 30 seconds
  • If you navigate away, the draft is preserved
  • When you return to the ticket, your draft is restored
  • Drafts are deleted when the response is posted

Draft Behavior​

ScenarioBehavior
Typing response, navigate awayDraft saved automatically
Return to same ticketDraft restored in editor
Post the responseDraft deleted
Another agent posts firstDraft preserved (you can still post)
Ticket closed by someone elseDraft preserved until you dismiss

Email Threading​

When you post a response:

  1. An email is sent to the client (and any CC recipients)
  2. The email subject includes [#XXXXXX] (ticket number)
  3. Message-ID and In-Reply-To headers maintain threading
  4. Client's email client groups messages as a conversation
  5. When client replies, the response is automatically added to the ticket

Response Best Practices​

  1. Acknowledge the issue first — show the client you understand their problem
  2. Be specific — "I've fixed the CSS on the product page" not "It should be fixed now"
  3. Set expectations — if it will take time, say when you'll follow up
  4. Use "Awaiting Client" status — when you need information from them
  5. One topic per response — don't bury questions in long paragraphs
  6. Check AI Summary — read the AI summary before writing to avoid asking questions already answered
  7. Internal Note first — if unsure, write a note to a colleague before responding to the client
  8. Include links — link to relevant documentation, screenshots, or examples when helpful

CC and BCC​

Adding Recipients​

  • CC: Additional visible recipients (they see each other)
  • BCC: Hidden recipients (not visible to client or other CC)

Common Use Cases​

ScenarioAction
Client's manager wants visibilityAdd manager as CC
Internal stakeholder needs updatesAdd as BCC
Multiple client contacts involvedAdd all as CC

CC Behavior​

CC recipients receive the response email but cannot reply directly to add thread entries (only the original client email is linked to the ticket).