Post reply for user

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  • Answered

We have an existing ticket for a client. Annoyingly, they have sent an update to the ticket to my personal phone by SMS.


How do I add that message as a reply on the original ticket showing it as being from the user? I can only see how to reply as me.

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Vladimir Mullagaliyev
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  • Answered
Quote from Richard Sawyer

That is correct. Just as in the scenario above, often users will give input that belongs to an existing ticket via a different medium e.g. sms, email, phone call etc. It'd be useful for us to update the ticket for them to keep the thread in one place.

Hi Richard, we've released the feature. Now you are able to post comments on behalf of your users. Just click the button next to "Canned responses" to open additional options for comment form.

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Vladimir Mullagaliyev
  • Under review

Hi Richard,

So, you would like to be able to add reply/comment on behalf of your users. Is that correct? We will consider this feature.

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Richard Sawyer

That is correct. Just as in the scenario above, often users will give input that belongs to an existing ticket via a different medium e.g. sms, email, phone call etc. It'd be useful for us to update the ticket for them to keep the thread in one place.

Avatar
Vladimir Mullagaliyev
  • Answer
  • Answered
Quote from Richard Sawyer

That is correct. Just as in the scenario above, often users will give input that belongs to an existing ticket via a different medium e.g. sms, email, phone call etc. It'd be useful for us to update the ticket for them to keep the thread in one place.

Hi Richard, we've released the feature. Now you are able to post comments on behalf of your users. Just click the button next to "Canned responses" to open additional options for comment form.