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You reply to an email issue by selecting that option in the icons at the top of the issue.


In the issues list, you can also use the right-click context menu or check issues and use the "Update selected issues" function.

Both will show the menu where you can select the Email reply option.

In addition, you can choose the "Send email" option from the menu in the Issues tab to initiate an email, showing a similar page. 



The page has several sections, the first is similar to a mail client, the later sections contain reply templates, links to knowledge base articles, the original email and the issue history.


Knowledge Base Images/Email ticket system/EmailReply_MainSection.PNG


Knowledge Base Images/Icons/star_yellow.gif Mail header - This section has the important mail header items:


  • From: The address/id you are sending from.  This is usually the support address, which is defined in the Email ticket system settings page.
  • To: The receiver of the mail.
  • Cc: Carbon copy - other users to receive the main in addition to the main recipient.
  • Bcc: Blind carbon copy - same as above, but users will not see other recipients in the mail.
  • Subject:  The mail subject
  • Issue Status: What status the support issue should have when you've replied. By default it is the status defined in the Email ticket system page.
  • Attachment(s): Files attached to the mail.
  • Save attachments on issue - Check this to save any mail attachments to the issue as well.
  • Issue files - Click on this to expand the section to see issue documents for this issue. You can check which, if any of those you want to attach to the mail
  • Content - This is the mail body, where you write your mail. By default you just see your mail signature if any. You can click on the 'Original' or 'Latest reply' icons to paste in the original mail content, or the latest reply as preferred. 




Knowledge Base Images/Email ticket system/EmailReply_ReplyTemplates.PNG


Knowledge Base Images/Icons/star_yellow.gif Template insert - This section contains reply templates:

The left side contain a list of templates, and a 'add new template' function. The right side contain a small editor. You can click on a template to populate the editor. After adjusting, press the 'Add to content' button to add the editor content to the main mail content in the top section.


The small editor is also used to create new templates and template categories. Think of categories as folders of templates.


To create a new template: Just write or paste the text into the editor,  set a name in the header, set the template button and finally click 'Save'. The new template will then show up in the template list to the left.


Functions in the small editor section:

  • header - this text field holds the title of the template/template category
  • Category/Template radio button - this determines if the edit will save as a template or template category
  • Add variable - clicking this will pop a menu of variables that can be inserted into the template. The final text shown will then depend on the values for the issue/receiving user. Some variables: user full name/first name/last name, issue priority/severity/owner.
  • Content. clicking on a template populates this. Change the text and save to edit the template.
  • Function buttons. Add to content pastes the small editor content to the mail content. Clicking 'Save' will save the content as a template or category. Clicking 'Remove' will delete a template/category.


 You can use variables from the issue in the templates. Read more in this Knowledge Base article.


Knowledge Base Images/Email ticket system/EmailReply_KBLinks.PNG


Knowledge Base Images/Icons/star_yellow.gif KB links - This section contains links to knowledge base articles that may be relevant:


This has the form of a table showing article name, when it was created, and a number of action icons.

The icons are from left to right:

  • Add article link to content - This pastes in the URL for the KB article into the content
  • Show article - this opens a dialog where you can see the article, as well as navigate to other articles and add links to them as well.
  • Delete link - this removes the link from this issue to the article. The article itself is not removed.

Add new KB article - this opens the Show dialog, but now you can write an entirely new article in the KB.

Link to existing KB article - This opens the Show dialog where you can select an article to link the issue to.





Knowledge Base Images/Icons/star_yellow.gif Original message - This section contains the original mail that you are replying to:


This is just a big text area with the original mail content. Click on the 'Add to content' method to add the text to the mail reply.




Knowledge Base Images/Icons/star_yellow.gif Previous conversation - This section contains the mail conversations of the issue history:


Here you will see a list of all accessible comments in the issue history. It helps you understand the earlier issue conversation, and to write a good reply.

The section also has a button 'add latest reply to content', which does what it says - adds the last reply into the mail content.

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