Selecting the Ticket tab on the left-hand side of the screen will present you with a list of ticket categories. Clicking on a Ticket category, such as All Tickets.
Click anywhere within the row of a selected Ticket to open it.
Here you will see a preview of your customer's message. Click the Expand Arrow to see the full message.
Simply click on the Replyco icon in the upper-right hand corner of the Ticket to bring up the message composition box.
Here is where you can use Email Templates and Tags to address customers' needs quickly and efficiently. Select a pre-formatted Template from the dropdown menu at the top of the message composition box or click on the Tags icon below to automatically insert customer and order data into your response.
Once you're done composing your response, simply click the Send button. Or, click the adjacent arrow to schedule a time that you would like the message to be sent.