Wix Answers Help Center
Replying to a Ticket
Reply to tickets using Knowledge Base articles, saved replies, rich text, attachments, and more. You can also CC (Carbon Copy) additional email addresses, manage your own reply settings, and change the status of a ticket with your reply.
Note:
We're currently working on releasing a new version of the Ticket Page. If the steps below do not match what you see on your screen, contact us for help.
To reply to a ticket:
- Go to the relevant ticket.
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2. Review the ticket timeline and customer Info panel for details.
3. Click the Reply field at the bottom of the ticket panel and create your reply.
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4. (Optional) Add CC (Carbon Copy) recipients to the ticket.
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5. (Optional) Click the Reply Settings icon to manage your reply settings.
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6. Choose your reply action from the Send button.
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7. Leave or end the active session once you're done working on the ticket.
Notes:
- Leaving or ending the session removes the ticket from your screen and takes you back to the ticket list(s). We recommend completing all necessary actions on the ticket before ending the session.
- In the Split Pane layout, if you're the only team member in an active session on a Pending ticket and you select another ticket, a "Done With This Ticket?" message appears. Choose an option:
- No, Keep Session: Keep the session active and remain active in it.
- Yes, End Session: End the session. The ticket becomes inactive and remains in the Pending status.
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