Replies, internal notes and saved replies
Updated
The composer at the bottom of a ticket does two jobs: replying to the customer and leaving notes for your team.
Reply to the customer
Press R, or select Reply, and write your answer. The line under the box shows which address it's going to. Press ⌘Enter (Ctrl+Enter on Windows) or select Send.
Leave an internal note
Press N, or select Internal note. Notes are for teammates only. The customer never sees them, and they're highlighted in the conversation so nobody mistakes them for replies. Use them for what you checked and what happens next.
Use saved replies
Saved replies are answers your team sends often, like refund steps or password resets.
- Insert one: type / at the start of a line in the composer, then keep typing to filter. Use the arrow keys and press Enter or Tab to drop it in. You can also pick one under Saved replies in the ticket details.
- Edit before sending: a saved reply is just text in your reply, so change anything you like.
- Add or change them: go to Settings → Saved replies. Anyone on the team can add, edit or delete them. Deleting one doesn't touch replies already sent.
Draft a reply
Draft reply writes a first draft from the conversation and your published help articles. It never sends anything. Read it, edit what needs editing, and press Send yourself. If you've already started typing, Bancroft asks before replacing your text.
Attach files
Attach images, PDFs, text and CSV files, Word and Excel documents, zip files and forwarded emails.
- Each file can be up to 10 MB.
- Up to 20 files can go with one message.
- All the files on one message can add up to 4 MB in the web app, or 18 MB in the Mac and iPhone apps.
If a file is too large or isn't supported, Bancroft tells you before sending, and your text stays put.