{"id":2742,"date":"2024-08-12T21:21:09","date_gmt":"2024-08-12T18:21:09","guid":{"rendered":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/replying-to-tickets-in-helpdesk\/"},"modified":"2024-08-22T12:47:37","modified_gmt":"2024-08-22T09:47:37","slug":"replying-to-tickets-in-helpdesk","status":"publish","type":"docs","link":"https:\/\/akaunting.com\/hc\/docs\/helpdesk\/replying-to-tickets-in-helpdesk\/","title":{"rendered":"Replying To Tickets in Helpdesk"},"content":{"rendered":"\n<p>Replying to tickets in Helpdesk is simple and easy to use. You can leave comments and replies on tickets created by clients.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply-1024x576.png\" alt=\"Akaunting Helpdesk New Reply\" class=\"wp-image-2826\" style=\"width:789px;height:auto\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply-1024x576.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply-300x169.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply-768x432.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply-1536x864.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124414\/helpdesk-new-reply.png 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><em>Note: To use the Helpdesk features, you need to <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/installing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Install<\/a> or <a href=\"https:\/\/akaunting.com\/hc\/docs\/apps-and-integrations\/purchasing-an-app\/\" rel=\"noreferrer noopener\" target=\"_blank\">Purchase<\/a> the <a href=\"https:\/\/akaunting.com\/apps\/helpdesk\" rel=\"noreferrer noopener\" target=\"_blank\">Helpdesk App<\/a>.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Replying To Tickets in Helpdesk<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#user\">Akaunting User<\/a><\/li>\n\n\n\n<li><a href=\"#client\">Client\/Customer<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"user\">Akaunting User<\/h3>\n\n\n\n<figure class=\"wp-block-video\"><video height=\"1700\" style=\"aspect-ratio: 2880 \/ 1700;\" width=\"2880\" controls src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/22124651\/Helpdesk_Akaunting-User_tickets-reply.mp4\"><\/video><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From your Akaunting Dashboard, <strong>Click<\/strong> <strong>Helpdesk<\/strong> on the Navigation Menu Panel<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"2465\" height=\"799\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png\" alt=\"Creating tickets in Helpdesk\" class=\"wp-image-2706\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194.png 2465w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-300x97.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1024x332.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-768x249.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-1536x498.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12194459\/Creating-tickets-in-Helpdesk-e1723798206194-2048x664.png 2048w\" sizes=\"auto, (max-width: 2465px) 100vw, 2465px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the list of <strong>Tickets.<\/strong><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"390\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets-1024x390.png\" alt=\"View the list of Tickets\" class=\"wp-image-2736\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets-1024x390.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets-300x114.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets-768x292.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets-1536x585.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12201307\/View-the-list-of-Tickets.png 2022w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click a Ticket to View the details page.<\/li>\n\n\n\n<li>Click New Reply. A message box pops up.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"549\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page-1024x549.png\" alt=\"Click New Reply on the Ticket details page\" class=\"wp-image-2745\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page-1024x549.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page-300x161.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page-768x412.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page-1536x823.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212345\/Click-New-Reply-on-the-Ticket-details-page.png 2030w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Type in the message box and click <strong>Confirm<\/strong> to save the reply.<\/li>\n<\/ul>\n\n\n\n<p>If you tick the <strong>Internal Note <\/strong>checkbox, the message will be available only to <a href=\"https:\/\/akaunting.com\/hc\/docs\/users-and-roles\/inviting-a-user\/\" rel=\"noreferrer noopener\" target=\"_blank\">invited users\/team members<\/a> and not on the <a href=\"https:\/\/akaunting.com\/hc\/docs\/users-and-roles\/using-the-client-portal\/\" rel=\"noreferrer noopener\" target=\"_blank\">Client Portal<\/a>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>After clicking Confirm, your new reply will be listed in the Replies section of the ticket details page.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"551\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page-1024x551.png\" alt=\"See new reply in the Replies section of the ticket details page\" class=\"wp-image-2746\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page-1024x551.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page-300x161.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page-768x413.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page-1536x826.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212433\/See-new-reply-in-the-Replies-section-of-the-ticket-details-page.png 2004w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><em>Note: Replies with a padlock indicate that they are internal and cannot be seen by the client on the client portal.<\/em><\/p>\n\n\n\n<p>Whenever you want to add a reply, click &#8220;<strong>New Reply.<\/strong>&#8220;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"client\">Client\/Customer<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From your Client Portal Dashboard, <strong>Click<\/strong> <strong>Helpdesk<\/strong> on the Navigation Menu Panel<\/li>\n\n\n\n<li>On the Tickets list page, Select a Ticket<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"333\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-1024x333.png\" alt=\"Client tickets list page\" class=\"wp-image-2747\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-1024x333.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-300x98.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-768x250.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-1536x500.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212541\/Client-tickets-list-page-2048x666.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click New Reply on the ticket details page<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-1024x538.png\" alt=\"New Reply on the client ticket details page\" class=\"wp-image-2748\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-1024x538.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-300x157.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-768x403.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-1536x806.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212623\/New-Reply-on-the-client-ticket-details-page-2048x1075.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A message box pops up. Type in the message box and click <strong>Confirm<\/strong> to save the reply.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"503\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-1024x503.png\" alt=\"New Reply Message Box on the Client ticket details page\" class=\"wp-image-2750\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-1024x503.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-300x147.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-768x377.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-1536x754.png 1536w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212830\/New-Reply-Message-Box-on-the-Client-ticket-details-page-2048x1006.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>After clicking Confirm, your new reply will be listed in the Replies section of the ticket details page.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"469\" src=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212924\/Replies-section-of-the-ticket-details-page-1024x469.png\" alt=\"Replies section of the ticket details page\" class=\"wp-image-2751\" srcset=\"https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212924\/Replies-section-of-the-ticket-details-page-1024x469.png 1024w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212924\/Replies-section-of-the-ticket-details-page-300x137.png 300w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212924\/Replies-section-of-the-ticket-details-page-768x352.png 768w, https:\/\/assets.akaunting.com\/hc\/2024\/08\/12212924\/Replies-section-of-the-ticket-details-page.png 1484w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Replying to tickets in Helpdesk is simple and easy to use. You can leave comments and replies on tickets created by clients. Note: To use the Helpdesk features, you need to Install or Purchase the Helpdesk App. Replying To Tickets in Helpdesk Akaunting User If you tick the Internal Note checkbox, the message will be [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":2701,"menu_order":6,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-2742","docs","type-docs","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2742","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/comments?post=2742"}],"version-history":[{"count":3,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2742\/revisions"}],"predecessor-version":[{"id":2829,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2742\/revisions\/2829"}],"up":[{"embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/docs\/2701"}],"wp:attachment":[{"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/media?parent=2742"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/akaunting.com\/hc\/wp-json\/wp\/v2\/doc_tag?post=2742"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}