Hello All,

I'm having trouble figuring out how to reply to tickets submitted. I am only seeing "Add Comment" as an option. Is it a rights issue? Thanks!
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  • I am replying to your question by using the add comment button on this website. What is the difference between a comment and a reply?

    If you mean reply by email, there are settings for this in the Email on Events section of the queue configuration. There are also several Q/A posts with information on creating custom emails using ticket rules. Can you be more specific about what you want to accomplish?
    • Simply replying to the user with a question or answer from within the service desk ticket system. I don't see a reply button- do I need to just "Add Comment"? thanks!
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