Within Teamwork Desk, you can create and reply to tickets using the ticket reply editor.

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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.

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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.

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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
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View source - view/edit the source code for the reply.
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Undo | Redo
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Text style

  • Normal
  • Code Block
  • Code Inline
  • Heading 1
  • Heading 2
  • Heading 3
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Bold | Italic | Underline | Strikethrough
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Highlight

  • Select some text in your ticket reply and use the highlight option to add a colored background to the selected text.
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Clear formatting
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Left align | Center align | Right align

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Unordered/bulleted list | Ordered/Numbered list

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Outdent | Indent
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Insert horizontal rule
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Insert/edit link | Remove link
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Upload image
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Insert canned response
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Insert Table
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Upload File
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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. 

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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. 

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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. 

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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.

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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.

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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: 

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For more information, see: Changing the Ticket Editor Language