Replying to a Ticket

Respond to your customers' tickets with saved replies, knowledge base article contents, file attachments, and more.  
Review our best practices for answering tickets to optimize your workflows while satisfying your customers.

To reply to a ticket:

  1. Select the ticket you want to reply to from the Ticket List.
  2. Scroll down and click the reply field.
  3. Create your reply using any of the following features:
    • Link an article: Click the Knowledge Base articles icon to get started. Learn More
    • Add a saved reply: Click the Saved Replies icon to get started. Learn More
    • Insert an attachment: Click the Add attachment icon then browse for the relevant file and click Open. Learn More
    • Insert an emoji: Click the Add emoji icon and select an emoji. 
  4. Click the reply field and edit your reply. 
  5. Choose a sending option:
    • Click the drop-down icon next to Send and select an option:
      • Send: Send your reply and change the ticket status to Pending
      • Send and change status to Open
      • Send and change status to Closed
      • Send and change status to Investigating
    • Click Send & Resolve to send your reply and change the status to Solved
To set additional sending options before replying:
  1. Click the Settings icon next to Send & Publish.
  2. Select the option(s):
    • Send & Assign to me: Assign the ticket to you after sending the reply. 
    • Reply and go to ticket list: Go to the Ticket List after sending the reply.
Sending your reply to multiple people?
Add additional email addresses as CC (Carbon Copy) contacts so that each recipient receives a copy of the ticket.

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Best Practices: Replying to a Ticket

After reviewing the Ticket Page to gain an understanding of your customer's questions, we recommend following some basic guidelines for answering the ticket. As a general rule, you should always strive to resolve tickets with your first reply to reduce back-and-forth friction, provide efficient support, and achieve a high rate of First Contact Resolution (FCR). Tip:Create macros for your most frequent ticket handling scenarios. You can use macros to apply several actions to a ticket in just one step. Learn MoreStep 1 | Create an IntroductionSet the tone of your reply by adding a professional introduction. You can save time by creating various saved replies to match customer moods (e.g., satisfied, dissatisfied), then insert an appropriate reply by typing a keyboard shortcut.Show me howClick the reply field and type # followed by your saved reply shortcut to insert your introduction.Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 2 | Link ArticlesLink articles to save time writing instructions and give customers tools to solving problems on their own. We recommend linking each ticket to at least one article from your Knowledge Base so that over time you can analyze the links and understand your top support issues. When linking an article, you can insert its contents, add a hyperlink, or link without adding to your reply (for data collecting).Show me howClick the Knowledge Base Articles icon  in the reply field.Use the search bar to find a specific article.Tip: Click Filters in the search bar to refine your search. Click an option:View article: Opens a preview of the article.Insert content to your reply : Pastes the article contents into your reply.Paste a link to your reply : Pastes the article title as a hyperlink.Link article : Internally links an article without adding content. Note: Alternatively, you can click a suggested article then click a linking option to link it. Suggested articles automatically appear based on text within the ticket. Tips:Use the Paste a link to your reply option to keep your response concise. Link Feature Request articles to determine which features your customers want most and automatically update them when features are released. Link Known Issue articles when customers contact you about specific bugs you're tracking so that you can update them automatically once resolved. Create internal articles for agents to link when you want to track an issue without having a public-facing article.Step 3 | Type and Edit Your ReplyCreate responses that are unique to your customer's situation and include more than just saved replies and article links. Show me best practicesAlways strive to resolve tickets with your first reply to maintain a high level of First Contact Resolution (FCR).Answer each question your customer asks so they don't need to ask again. Reference titles specific to your customer's account instead of giving generic instructions. If you've inserted article contents, remove anything irrelevant to your customer to avoid overwhelming them with unnecessary information. Always provide a call to action (CTA) to guide your customer towards what they should do next.Click the Add attachment icon  to insert screenshots that illustrate your instructions.Ask for more information and screenshots if you're unsure what your customer is referring to. You may also find clues to your customer's questions by checking their recent tickets on the right side of the ticket. Step 4 | Create a Closing StatementEnd your reply with a warm and professional closing statement encouraging your customer to contact you again if they need more help. Similar to your introduction, you can create a few versions of closing saved replies to match different scenarios. Show me howIn the reply field, type # followed by your saved reply shortcut to add a closing sentence. Example closing statements:I hope this information helps. Feel free to reply back if you need more assistance. If you have any questions please contact us again.Let us know if this does not resolve the issue. Have a great day. Learn more about:Creating personal and shared saved repliesAdding dynamic placeholders to saved replies to automatically address customers by name Adding saved replies to ticketsStep 5 | Send Your ReplyTake a moment to proofread your reply, then send it while simultaneously changing the ticket's status. You can CC additional recipients if you need to send them copies of the ticket. Show me howChoose a sending option:Click the drop-down icon next to Send and select an option:Send: Sends your reply and changes the ticket's status to Pending. Send and change status to OpenSend and change status to ClosedSend and change status to InvestigatingClick Send & Resolve to send your reply and change the status to Solved. Note: If you think your reply will resolve the ticket, use the Send & Resolve option so that your customer can also rate your response. (Optional) Add Internal NotesInternal notes can be seen by other agents on the ticket timeline but cannot be viewed by customers. Whenever you have additional information about a ticket that might benefit other agents, add it to an internal note. You can also notify other agents or groups in an internal note if you'd like them to view the ticket.Show me howScroll to the reply field and click Internal note. Add your note.Click Post note.Tips:Type @ followed by an agent or group name to mention them and send notifications. Create saved reply templates for yourself and other agents to add to internal notes when escalating tickets internally. Click the Add attachment icon  to add an image or file.  Hover over the internal note and click the Show More icon , then select Edit Note to edit an internal note.Note: Mentioning agents or groups when editing internal notes does not send notifications. Create a new internal note if you need to send a notification. (Optional) Assign to an Agent or GroupIf your ticket needs special attention from a specific team member or group, assign the ticket to them. Assigning tickets can be helpful when you need to escalate a ticket internally and have someone else review it.   Show me howClick the Assign ticket icon  from the footer menu.Type the name of a team member or group and select them.Tip:Analyze your ticket response times with Wix Answers Insights to see which areas your team can improve the most.  

6 min read

Adding a Saved Reply to a Ticket

Saved replies are a great way to respond to your most frequently asked questions. They allow you to simplify your workflow and save time while replying to tickets. Rather than repeatedly writing lengthy responses to the same questions, you can create replies ahead of time and use them to respond to your customers. To add a saved reply:Go to the relevant ticket and click the reply field.Click the Saved Replies icon .(Optional) Click Filters to the right of the search field to view results by sharing type.Scroll or search for a specific saved reply and click to preview it. Click Add to reply to insert the saved reply. To add a saved reply with a shortcut:Go to the relevant ticket and click the reply field.Type # and the relevant reply shortcut.Select a saved reply from the list.Note:To use saved reply shortcuts you must add tags to the relevant saved reply. Tip:Personalize each ticket by addressing the user by their name and include your signature below your closing sentence. 

1 min read

Linking Articles to Tickets

Link articles to tickets to gain insight as to why customers contact you and to efficiently reply to customers with the directions they need. We recommend linking each ticket to at least one article to make sure you're collecting data about each support request. Benefits of Linking ArticlesLinking articles to tickets allows you to:Save time by pasting article contents directly into replies. Note that you can edit the text.Keep replies concise by adding links to full tutorial articles.Track how many tickets are related to specific issues.Find answers from your own knowledge base to help you solve tickets. What are your top support issues?Conduct an in-depth analysis of your linked tickets to understand your customers' pain points and make data-driven business decisions.Linking Articles to TicketsChoose from suggested articles based on ticket content, or manually search for articles to link. When linking, you can add the article's contents to your reply, add a link to the article, or link without inserting content (for collecting data). To link an article to a ticket:Go to the relevant ticket and scroll to the reply field.Select a suggested article or manually link an article:Link a suggested article: Click a suggested article in the reply field. Note: Click the arrow icon on the right to view more suggested articles. Manually link an article: Click the Knowledge Base Articles icon  and search for a specific article. Hover over the article you want to link to choose a linking option. Tip: Click Filters in the search bar to refine your search by category, article type, or label. Choose a linking option:View article: Preview the article without linking it.Insert content to your reply : Paste the article contents into your reply.Paste a link to your reply : Paste the article's title as a clickable link into your reply. Link article : Internally link the article without adding content to the reply. (Optional) Repeat the steps to link additional articles. Editing Linked ArticlesQuickly view a ticket's linked articles, link additional articles or remove linked articles. To edit your linked articles:Click the Related Articles icon  from the footer and choose an option:Link article: Click Link articles then search for a specific article, hover over it, and click Link to ticket. Unlink article: Hover over an article and click Unlink article.Next:Learn how to send replies to your customer's tickets.

2 min read

Attaching a File to a Ticket

Easily attach files when replying to your customers such as images, documents, audio, video, and more. To attach a file to a ticket:Go to the relevant ticket and click inside the reply box. Click the Add attachment icon . Browse for the relevant file and click Open. Supported file types:Images: jpeg, jpg, png, gif, ico, bmp, and tiff.Documents: pdf, doc, docx, ppt, pptx, xls, and xlsx.Audio: wav, aif, aifc, aiff, mp3, mpga, mpg, mpa, gsd, gsm, au, and snd.Video: mp4.Other: csv and xml.Note:The above list of supported file types is also applicable when your customers attach a file to their reply. The maximum file size permitted in a ticket is 25MB.

1 min read

Adding CC (Carbon Copy) Recipients to a Ticket

Add CC (Carbon Copy) recipients to a ticket when your message is relevant to multiple people. Each recipient CC'd on a ticket receives a copy of the ticket and can also reply to it.Important:Anyone CC'd on a ticket can see the email addresses of the other CC'd recipients. Make sure not to CC anyone that wouldn't want their email address shared with the other recipients. To add CC recipients to a ticket:Go to the relevant ticket.Click Add CC at the top right of the reply field. Click to the right of CC: and enter the email address of the recipient. Click Add next to the recipient's email address.Note: Repeat steps 3 and 4 to add up to 20 recipients. Create and send your reply. Notes:To remove a recipient, click the X next to their name or click Remove CC to remove all CC'd recipients. To CC someone when creating a new ticket, click the checkbox next to CC (up to 20), then enter the email address of your recipient and select them from the list. 

1 min read