Editing Ticket Replies That Have Already Been Sent

Edit ticket messages in case customers or team members replied with private information by mistake (e.g. credit card numbers, passwords). 
Note:
  • Editing a sent reply changes the message as it appears in the ticket but does not change the message already received in your customer's mailbox. 
  • Editing a ticket reply also changes the message as it appears in the Customer Portal. 

To edit a sent ticket reply:

  1. Go to the relevant ticket.
  2. Scroll to the message you want to edit.
  3. Hover over the message and click the Show More icon  on the right. 
  1. Select Edit reply.
  2. Edit the message and click Update. 

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