If you’ve determined that you are the best person to reply to this Customer then follow the steps below to reply to the Customer.

  • Click on the blue REPLY button.
  • By default, subject line will appear as “Re: [original subject]”. This subject line is editable.
  • Provide an original response by typing in the text box provided.
  • Choose from a saved response by clicking on the menu titled Choose Response Template in the bottom right corner of the text box, just above the Send button. Select your preferred message and edit as necessary. If this menu does not appear, no Response Templates have been saved by the System Administrator.
  • Edit message as necessary from the toolbar.
  • Add up to two attachments of up to 5MB each may be included with the reply to the Customer.
  • Review the response and send.
    • Click Send as Closed if a Customer response is not anticipated. This is the default setting for the Send button.
    • When asking for clarifying or necessary information from a Customer, stop the clock while waiting for a response. Click on the triangle to the right of the Send button and select Send as Pending Details from the menu. Now, click the displayed Send as Pending Details button.
    • To check in with a Customer while you and your district colleagues are working on following up, click on the triangle to the right of the Send button and select Send as In Progress from the menu. Now, click the displayed Send as In Progress button.