Reply to a ticket and close it

Open a ticket from Tickets to see the whole conversation, newest message first. The reply box sits above it.

Send a reply

1. Open the ticket.
2. Choose Reply All. A box opens with the customer's address already in To. Add anyone else in Cc.
3. Write your answer in the box that says Write your reply.
4. Choose Send.

The reply goes to the customer by email and appears in the conversation.

Other ways to send

Choose the small arrow next to Reply All (Reply Actions) to pick how the reply goes out:

• Reply sends it and leaves the ticket as it is.
• Reply and close sends it and closes the ticket. The button then reads Send and close.
• Schedule reply sends it later at a time you pick. This is off by default and appears only after scheduled sending is turned on. To turn it on, open Scheduled replies in the left panel of the Tickets page and choose Enable Now in the "Send replies at the right time" box. Waiting replies are listed on that page, and you can Cancel one before it goes.
• Save as draft keeps it unsent so you can finish later.

Save time while writing

• Insert snippet adds one of your saved replies. Admins create snippets in Setup under Snippets; they can include the customer's first name, the ticket number, the subject and your name.
• Orbitly AI can draft a friendly, formal or short reply for you to edit, or summarise a long ticket. Read a draft before you send it.
• Apply Macro (top of the ticket) runs a saved set of actions in one click. Admins build macros in Setup under Macros.

Talk to your team, not the customer

Choose Comment to write a private note. The customer never sees it. Type @ and a name to mention a teammate. If a colleague opens the same ticket, a banner tells you whether they are viewing or replying, so you do not both answer.

Close the ticket

Choose Close Ticket in the reply bar, or use Reply and close to do it with your last message. You can also change Status in the ticket's properties panel. The statuses are Open, On Hold, Escalated and Closed.

When a ticket needs more than a reply

The More Action button (three dots) at the top of the ticket lets you:

• Merge tickets from the same customer into this one.
• Clone the ticket.
• Print it.
• Let the AI agent answer it, when it is turned on.

On a message from the customer, Split turns that message into a ticket of its own.