When you’re viewing an individual ticket from the agent panel, you can send a message to the user from the reply area.
To add reply navigate to ticket detail page, go to reply box in right panel and add your message.
You can apply rich text formatting to your reply using the WYSIWYG editor above the text area. They work a lot like the formatting controls in word processing software. You can add web, image or video link in your message. For any technical support you can use code view in reply.
While adding a reply to the ticket, agent can choose to use below options :
Apply a Canned Response
Insert a Knowledge Base Article Link
Attachment with reply
Once you add your message click on "Update". You can also update status of the ticket while replying to ticket, simply choose status from drop down selection above update button.