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No reply button on some tickets in FreshDesk

Our company is a FreshDesk client for some time now.


On certain tickets that I have created for my clients, the button "Reply" is unavaillable.


Tickets have been created directly on our support portal, where I am loggued as an agent.


I am, moreover, very surprised that FreshDesk has no... support for its clients ! Only forum and FAQs, really? They don't use their own solution?

Hello Gilles,


Sorry for getting back to you late. We're reaching out to you via email to troubleshoot this.

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