Replying to a Ticket and other actions

Modified on Fri, 03 Sep 2021 at 12:35 PM

Replying to a ticket

You can reply to a ticket in 2 ways:


On the ticket

You can reply to an agent, or add additional information to an existing ticket by creating a new comment directly on the ticket

Tickets can be viewed in the Tickets area of the Monolith AI portal, 


By email

If an agent adds a new comment you will receive an email notification, you can reply to this email. Your email reply will be visible as a new comment in your support ticket.


Reopening a ticket

A ticket that has been Resolved/Closed can be reopened if you have any additional feedback or if you feel like the issue has not been concluded. To do this you can add a reply (via email or on the ticket), adding a reply will reopen the ticket.

Action Buttons

There three action buttons under the ticket Subject that allow you to perform some useful actions


 Reply 

 

You can click here to reply without the need to scroll to the bottom of the ticket if there are many comments/replies.


Mark ticket as closed

This button allows you to mark the ticket as closed if you need no further responses from the Monolith AI team


Add people to conversation


You can add other people to the conversation by adding their email addresses using this button. The additional people will then be cc'ed in any emails/replies that you or the agent makes from this point onwards.

 

Please note that people added to a conversation:

 

  • Do not have access to your support ticket i.e. original attachments, ticket description, ticket details (even if they have access to the portal).
  • Cannot see conversation history before the point they were added.
  • Can reply to the email thread and their replies will be seen by you and the agent (visible in your ticket).




 


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