Compose a reply email

When completing the email ticket, you can choose whether you want to compose a reply or not.

To send a reply, activate the "Email" checkbox in the header of the tab:

This activates the "Email" card. Compose the email reply there, as you know it from your email program:

• The recipient is already entered in the "To" field. Change it if necessary or add additional recipients, separated by commas.

• CC, BCC: Enter additional recipients here who should receive the email "in copy".

• Subject: The subject line of the email
• Text: Compose the email text here in HTML format. If configured, a footer and, if applicable, the quoted text of the request will be automatically inserted here.
  Use the text formatting, lists, tables, images, etc.
• Attachments: In the "Attachments" section below the email text, add files that you want to send. Note the difference between file attachments to the ticket and attachments to the reply email!

Use the functions above the input area to format your text. You can switch to the "Details" card at any time to see the text of the incoming email in the "Description" field.

Input aids

Use the help functions when creating reply texts, such as text templates, AI-generated text or knowledge databases.

These functions are described in detail here.

Send

Your email response will be sent as soon as you complete the ticket (button "Complete"). In the outgoing list and in the archive search you can open the completed ticket and check there whether the outgoing email was sent successfully.

In this case the outgoing email has the correct status "sent":