Responding to Emails

When you reply to receive emails from customers regarding cases and follow-ups, you respond to them in the reply mode. While replying, customer's correspondence gets automatically attached to your email retaining the customer's content as is.

To reply to a customer's email:

  1. Click Email tab in the control panel. Displays a list of emails.
  2. Select an email to which you wish to reply to open a Create New Follow-up page.

    The case (or follow-up) data will be added at the bottom of the rich text editor under a horizontal line that acts as a separator between old and new data. The old data is slightly indented to show that it is a quote from a previous ticket.




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