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