Within Teamwork Desk, you can create and
reply to tickets using the ticket reply
editor.
The current customer associated with
the ticket will automatically be populated in
the To field in the reply
area. This field can only contain one address
at a time, and can only be edited by changing the customer
associated with the ticket.
If you have alternative inbox aliases set up
for the associated inbox, an additional field
will be visible allowing you to specify a Send from address for your reply.
In each of the Reply, Note, and Forward tabs on an existing ticket
or while creating a new ticket,
you can use the WYSIWYG (what you see is what
you get) editor to format your
reply, add images and links, or insert a
canned response.
| WYSIWYG
Editor Options | |
|---|---|
 | View
source - view/edit the source
code for the reply. |
 | Undo
| Redo |
 | Text
style
|
 | Bold
| Italic | Underline |
Strikethrough |
 | Highlight
|
 | Clear formatting |
 | Left
align | Center align | Right
align |
 | Unordered/bulleted list |
Ordered/Numbered list |
 | Outdent | Indent |
 | Insert horizontal rule |
 | Insert/edit link | Remove link |
 | Upload image |
 | Insert canned
response |
 | Insert Table |
 | Upload File |
 | Insert Video |
 | More Options: Text Direction l
Left/Right |
Reply
You can use the Reply tab to respond to
your customer's previous response in the
ticket thread.
The WYSIWYG editor allows you to format
your text, insert links, add images, and
insert canned responses.
To
the top right, you will have an
option to delete or save the
current draft you have
created.
At the bottom of the text area, you can
drag & drop or browse files to attach
to the reply.
If you have written the word
attachment/attached/attach within your
reply, but have not added a file, a pop-up
will display to confirm if you still wish
to send your message.
Below the editor area, you can set a new
ticket status and assignee.
To the right of the editor tabs, you can
add cc/bcc addresses to the reply.
You can also change which language is used
within the ticket reply editor, via your
site settings.
Note
The Notes tab allows you and your agents
to add internal notes to individual tickets.
These notes are only visible to
agents/administrators, and not the
customer submitting the
ticket.
Forward
Using the Forward tab, you
can connect your third party vendors into
a ticket without giving them direct
contact to your customers.
Add the recipient email address in the To field at the top of the editor,
and use the editor text area to add the
corresponding message.
When you send a forward, the recipient
will receive the custom message, along
with all of the previous messages in the
thread.
Note: Internal notes are not
included when forwarding.
You can choose to exclude the ticket
history from the forward by
selecting Exclude ticket
history at the bottom.
- Only the message you type in the
forward text area will be forwarded.
Otherwise all previous conversation
history (excluding internal notes)
will be sent.
If the private
notifications option
is enabled in your Advanced Security
settings, forwarding will be disabled
for all tickets on your site.
Note: This advanced
security feature is only available on
Premium and Enterprise
subscriptions.
Using the source code editor
Selecting the View
Source option allows you to
add your own custom HTML code.
The edit source modal is formatted like a
standard coding program, providing an
easy-to-read view and highlighting any
issues code elements.
Short keys found within the
tool-tip of the source code editor
include:
For more information, see: Changing the Ticket
Editor Language