Reply to a customer
Replies go out by email from your support address, with your signature and a link to the conversation online.
Included with TrilliOne Business and TrilliOne Pro
- Open the ticket and stay on the Conversation tab.
- Type in Type your reply to the customer….
- To attach a file, click + Attach file.
- Click Send reply.
The customer gets a normal email from your support address, in the same email thread. It includes your help page’s signature and a link where they can read the whole conversation and reply online.
- Attachments can be photos and screenshots, PDF, text, CSV, Word, Excel, PowerPoint or ZIP files, up to 15 MB each.
- Sending a reply doesn’t change the ticket’s status. Mark it Resolved when you’re done.
Tickets that came in by email already know where to reply from. For a ticket you logged yourself (or one from an intake form), open the Details tab, choose an inbox under Reply from, and make sure the contact email is filled in.