All Categories Working with Tickets The reply-box in detail

The reply-box in detail

Design your message with styles and pictures

By Eva
March 27, 2020

To navigate forward and backward, click on the arrow-buttons ← and → on the bottom
or on your keyboard. Alternatively, click on the purple circles to go to the next step.

The reply box is your daily tool for communicating with customers, so it's worth taking the time to familiarize yourself with it. Investing in its set-up and customization can greatly enhance your daily workflow and communication with customers.


The reply box has multiple functions to write and to design your message.

Fields / Functions



Change the text format to 

  • Heading  

  • Subheading  

  • Normal

  • Small

Bold.png Bold ⌘ B

Change the text format to bold (and backward) 

Italic ⌘ I

Change the text format to italic (and backward) 

Underline ⌘ U

Change the text format to underline

(and backward) 

Strike.png Strike ⌘ ⇧ X

Strikeout text

Font Color

Change the color of the font 

Bullet List ⌘ ⇧ 8

  • Bullet List Item 1

  • Bullet List Item 2

Ordered-List.png Ordered List ⌘ ⇧ 7

  1. Ordered List Item 1

  2. Ordered Liste Item 2

Code Block ⌘ ⇧ E

Enter some code

Quote.png Quote ⌘ ⇧ B

Highlight the quote

Upload Attachment

Upload an attachment 

Add Image

Upload an image to the text 

  • Upload Image  

  • By Url  

Add-Image-1.png Add Link ⌘ K

Mark text and add a link 

Quick Replies ⌘ ⌥ E

Use text snippet templates to enter

them into your message. 

  • Select a quick reply:

    The text added to the end of the message 

  • Edit a quick reply:

    Change the title and text or delete the quick reply. 

  • Save reply:

    Saves the current message as a quick reply. 

For more information, check the article Quick Replies.

Quick-replies-1.png Search Docs ⌘ J

Opens a search bar to search in your docs

articles. Preview articles to find the solution

and share the link in the message. Perfect to

find the answer to your customer's question.

Delete draft

The message is automatically saved as a

draft. You can delete the draft at any time.

Next status: ...

Select the status of the ticket after you send the message. It will stay as default until you change it.


Click on the button to send the message.

If you click on the arrow, you can 

  • Send and go to next  

  • Send and stay 

  • Send later
    Select a date and time when to send 

  • Change default  

A signature can add automatically.

Check the Settings > Channels 

to configure the signature. 

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