How do I reply to a customer from a ticket?

Open the ticket, go to its “Email” tab, type your reply at the bottom and click the send button. The email goes to the customer and is saved in the ticket’s email history.

Steps

1. Open the ticket (task).
2. Click the “Email” tab. The full conversation loads, oldest first.
3. Check the To field. It’s filled in automatically with the most recent customer address.
4. Edit the subject if needed. Whatever you write, WorkHub keeps the ticket number in the subject so replies thread back to this ticket.
5. Type your message in “Write a reply…”.
6. Optionally choose a signature from the signature menu, which defaults to “No Signature”.
7. Click the send button.

Good to know

• The email comes from the shared support address with your name as the sender. The Reply-To is your own email, so the customer’s reply goes to you. If it reaches the support inbox (for example if you forward it there with the ticket number still in the subject), it’s added to the ticket.
• The reply is saved on the ticket even if the mail server rejects it.
• Everyone assigned to the ticket gets a notification that an email was sent.
• Viewers have read-only access and can’t send emails.
• Your message is sent as plain text, and your signature is added below it.