Replying Tickets

To reply to a ticket, follow the steps below:

Step 1

1. Click "Reply".

   
2. Key in your reply and click the "Send" icon.

   

Step 2

1. You can attach files into your reply by clicking onto the "Attach" icon.

   
2. Select the file you wish to attach and click "Open".

   
3. You will see the attachment in your reply.

   
4. Click "Send".

Step 3

1. Your reply will be displayed once it has been sent.

   
2. You will not be able to edit your response. However you can click "Delete" to delete your reply. You can only delete replies that were sent by you.

   

Step 4

Once you have replied to a ticket, the "Replied" status will reflect in the Tickets page.

Step 5

For urgent or complex tickets, you can call the client directly by clicking onto the "Call" icon as well. For more details, please refer to this sectionBack Office Portal - Call Settings