To reply to a ticket, go to your inbox, select your ticket, and click the Reply button or press R as a shortcut.
Add additional recipients
Cc and Bcc can be used to include additional recipients in an email.
Use saved replies
To reply, start typing your message. It will automatically save as a draft. Use / to insert saved replies.
Add help articles directly
Use # to insert help articles from your knowledge base directly to your email replies.
You may also use the insert button to add an article or a saved reply.
Format text
You can apply the available formatting features to your text. For example, you can make them bold, italic, add hyperlinks and even add images using the Insert Image option.
The Remove Formatting button helps you to remove text formatting. This is helpful when you are copy-pasting content from other web pages.
Use the help of AI
Help.center reply editor also comes with AI features to help you reply faster.
Generate reply | will take the content you have written, refer to AI knowledge and then come up with a freshly generated new reply that you can use to reply back to your customer. |
Improve | will not add any additional content. It will take the existing text you provide and make it better. |
Translate | will translate your reply to available languages. Available languages are: English, Spanish, French, Italian, Portuguese, German, Russian, Japanese, Korean, Indonesian, Chinese, Arabic. |
Fix spelling and grammar | will fix your reply so that it is grammatically correct. |
To use these AI features, you need to first select the desired text and then click the AI icon to access AI tools.
Generate reply uses existing AI knowledge to create AI-generated replies. If you don't know the answer to a question asked, you may use generate reply to ask AI.
Improve improves the structure of your reply. Unlike generate reply, improve will improve the specific input provided without adding any additional content.
Translate allows you to automatically translate your reply to many different languages. Available languages are: English, Spanish, French, Italian, Portuguese, German, Russian, Japanese, Korean, Indonesian, Chinese, Arabic.
Fix spelling and grammar assists you in correcting grammatical errors.
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