Responding to Tickets
This guide covers how to reply to tickets, add information, and attach files from the client portal.
Replying to a Ticket
From the Portal
- Open the ticket (click the ticket number in your list)
- Scroll to the bottom of the thread
- Type your reply in the message box
- Optionally attach files
- Click Post Reply
Your response will:
- Appear in the ticket thread
- Send an email notification to the assigned team member
- Reopen the ticket if it was in "Awaiting Client" status
Via Email
You can reply directly from your email:
- Receive a notification email about your ticket
- Click Reply in your email client
- Type your response
- Send the email
Your email reply is automatically added to the ticket thread. This is the fastest way to respond — no login required.
When replying via email, only include your new message. Remove quoted text from previous emails to keep the thread clean.
Adding Attachments
On the Portal
- In the reply form, click Choose File or drag files into the attachment area
- Select your files
- Files appear in the upload list
- Submit your reply — attachments are included
Via Email
Simply attach files to your email reply. Attachments are automatically linked to the ticket.
What to Attach
| Scenario | Attach |
|---|---|
| Bug report | Screenshot of the error |
| Design request | Mockup, reference image, brand guidelines |
| Content update | Text document, spreadsheet, images |
| Technical issue | Error message screenshot, console output |
| Feature request | Wireframe, specification document |
What You Can See
In the ticket thread, you'll see entries in chronological order:
| Entry Type | Visual Indicator | Description |
|---|---|---|
| Your messages | Your name / "Client" | Messages you or your org members posted |
| Staff responses | Agent name | Public replies from the Rhino Group team |
| Status changes | System message | When ticket status changes |
What You Won't See
These are internal-only and are not visible to you:
- Staff internal notes
- AI analysis fields
- Assignment changes
- Department transfers (you only see the end result)
- Time tracking entries
- Budget information
Editing or Deleting Replies
Once a reply is posted, it cannot be edited or deleted from the client portal. If you need to correct information:
- Post a new reply with the correction
- Clearly state what you're correcting
- Example: "Correction to my last message: the URL should be
/checkoutnot/cart"
Responding Promptly
Why Quick Responses Matter
When the team asks for information ("Awaiting Client"):
- Faster responses = faster resolution
- Extended silence may trigger auto-close
- Your ticket remains in the team's active queue as long as you're engaged
What Qualifies as a Response
Any of these count as a valid response:
- Answering a specific question
- Providing requested screenshots or files
- Confirming you've tested something
- Even "I'm still looking into this" (keeps the ticket active)
Formatting Your Reply
The reply box supports basic formatting:
| Feature | How |
|---|---|
| Bold | <b>text</b> or rich text bold button |
| Line breaks | Press Enter for new paragraphs |
| Lists | Use hyphens or numbers at the start of lines |
| URLs | Paste full URLs — they'll be clickable |
| Code | Wrap in backticks or use preformatted text |
Tips for Clear Communication
- Use numbered lists for multiple items or steps
- Separate concerns — one topic per paragraph
- Quote what you're responding to — "Regarding the header color change..."
- Be explicit — "Yes, please proceed" is better than "Sounds good"
- Include URLs when referring to specific pages
Multi-Person Conversations
If multiple people from your organization are on the same ticket:
- All organization members can view the ticket
- Any member can add a reply
- The team can see who posted each message
- Coordinate internally so you don't send conflicting responses
Email Threading
All ticket communication is threaded by email:
- Each ticket has a reference number in the subject:
[#XXXXXX] - Your email client groups messages into a single conversation
- Reply to any message in the thread — it goes to the same ticket
- Don't forward the email to others — have them log in to the portal instead