When a ticket gets assigned to you, one of the first things you would want to do is send a
response. Freshservice lets you send rich text replies to requesters. You can bullet the instructions and
bold, italicize and underline key phrases to highlight them. You can Cc and Bcc your fellow
agents if they need to be notified. You can link solution articles in the response or choose from a
list of canned responses.

You can also attach files from your computer to add more context to your reply. 

A quick guide to replying to a ticket

  • Click on Reply within the ticket.
  • Type in the message in the rich text editor and do the necessary formatting.
  • Fill out the Cc or Bcc fields if necessary.
  • Attach a file if required by clicking on the attach icon at the bottom left of the section. A dialogue box pops up which lets you browse through and choose the files; click Open after selecting the files you need. 
  • You can include Canned Responses and Solution Articles by clicking on the corresponding icons at the bottom left of the section. To know more about Canned Responses click here. 

  • Alternatively, you can also paste an image inline, in your response. By default, links to these images are public. This is to ensure that the images are accessible when sent via email. If images are to be made accessible only for valid sessions and not publicly, please write to support@freshservice.com.
  • Once done, you can click Send to send out your reply.
  • You can quickly change the status of the ticket just as you’re sending your reply. Click the arrow button next to the 'Send' button to view a drop-down menu with multiple Send and set as <status>  
  • Click Cancel to revert.

Inserting Solution Articles into your responses

If your knowledge base contains a solution article that might help resolve the issue reported in
the ticket, you can insert the article right in the ticket.

To insert a solution article, click on the open book icon present in the top right corner. You’ll be provided with the option to choose the solution article of your choice and add it to the reply. 

Using Canned Responses While Replying

Canned responses can be used to quickly insert reply templates into your messages. They can
be added by the service desk admin and be customized to add the requestor’s name, agent’s
signature and ticket details using dynamic content placeholders.

To insert a canned response, click on the Canned Response icon present in the top right corner (next to the Insert Solution option).



1. What permission is required to reply to a ticket?

If you are looking for a custom role navigate to Admin > Roles > Create new agent role and make sure the required permissions from the below are given.