In Spiraldesk replying to a ticket is the primary mode of communication between the Agent and the Customer.
To reply to a ticket , Navigate to Tickets using any of the Listing pages as listed HERE.
Or you can use the smart search as shown in the screenshot.
There are two ways to reply to a ticket - You can use the REPLY button on the top or the Button on the Bottom of the ticket page. The button on top is accessible from anywhere on the ticket page.
In spiraldesk , we also provide a method to make comments on the Reply without the end customers knowing about it . This helps a lot when it comes to reviewing a ticket response internally.
The Green area displays a Comment made to a reply , while the Red area allows you to add a comment.