Match the channel
The composer sends through the ticket's current channel. Read the sender and participant details before sending, particularly when an email includes more than one recipient.
See who else an email reply goes to
When a customer copied colleagues into their email, your reply is copied to them too. On an email ticket an Also to line above the reply box lists everyone the reply will go to. Press the x next to an address to leave that person out of this one reply, or add another address for this reply only. The customer always receives it.
Make templates personal
Insert a saved reply as a starting point, then check names, dates, links, and promises. A fast answer is only useful when it fits the customer's actual question.
Check attachments
You can pick several files at once or drag them onto the reply box. Each file shows its size with an x to remove it before you send, and a file that is over the limit is turned down straight away with the limit spelled out. Hover over the paperclip to see how many files and how large each may be. Remove accidental files and avoid sensitive data that the customer did not request. After sending, confirm the new message appears in the timeline before moving the ticket.
If the paperclip is greyed out, hover over it to see why. File attachments are switched off for new workspaces until somebody turns them on, and an owner can do that under Settings, on the Chat and files page. On a plan that does not include attachments the paperclip stays off until the plan changes.