While replying to a ticket, you can select your reply from a predefined
template and/or add your custom reply. You can add comments about the
ticket you are working on, this comments will be displayed to you only.
While posting your reply, if you find your reply worth to be added as a new
entry in the knowledge base, select the corresponding category and check
the 'Add to KB' check box. In the action tab, you can set the new status of
the ticket and opt for notifying the user with an email. You can also claim
the ownership of the ticket. In addition, you can also lock the ticket so that
now only you can handle further correspondence and operations with this
ticket. With a locked tickets, other staff can only view the details, they
cannot reply/comment to it. In the 'Other Information' section, if you want a
carbon copy of the mail sent, you can add the email address /addresses
(separated by comma) in the CC field. The time spent on this ticket in this
particular session should be entered here for accounting and performance
evaluation purposes. You can also add attachment(s) to your reply.