Open the ticket and click Respond (upper right-hand corner).
Select a pre-formatted email template or enter your message into the body.
Content from the Email Template will automatically be inserted into the message body.
You can also add Tags to further customize the message without copying and pasting. For example, if you want to include an Order ID, position your cursor at the point where you want to insert the tag and click on the #order_id# tag at bottom of the message.
To send your message, click Send. If you want to close the message at the same time, mark the checkbox next to Close on Reply, then click Send. It will automatically be marked as Resolved.