Reply to Requests

Technicians can reply to emails from the request details page. The replies will be sent as an email to the recipients and logged in the Conversations tab.

 

In the request details page, click Reply All or click and select Reply.

 

 

Fill out the form as follows:

Field	Description
From*	This field is non-editable. If the request email was sent to a technician group email address, the group email address will be auto-populated. Otherwise, the email address configured in the mail server settings will be used while sending the reply.
To*	The email address configured for the requester will be auto-populated. Technicians can also manually enter the email addresses.
Cc	Enter the email addresses of users to whom you want to send a copy of the email. If the Reply All option is selected, the email addresses of Cc users in the received email will be auto-populated.
Bcc	Enter the email addresses of users to whom you want to send a private copy of the email. If the Reply All option is selected, the email addresses of Bcc users in the received email will be auto-populated.
Template	Select a template with prepopulated details to reply quickly. Learn more about configuring reply templates here.
Subject*	The subject will be auto-populated. You can edit the subject if needed.
Description	The reply template message will be auto-populated as a description. You can edit the message as needed.
Request Status	Select the status the request must be moved to after the reply is sent.
Attachments	Add any relevant files as attachments. An attachment file must not exceed 10MB.
Show this mail to requester also	You can choose to display the email in the conversation thread for requesters.

 *mandatory fields

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Click Add Conversation.

 

 

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