FAQs in this section
What is a case?
How do I create a case?
Can I link a customer record to their case record?
What is the Is Billable field in Cases?
Can I link a service to a case?
Can I create a case using Quick Create?
What are the different statuses of a case?
How do I assign a case to a team in my company?
Where can I find the responses to the Customer Satisfaction Survey?
What is the Customer Satisfaction Survey?
How does the Customer Satisfaction Survey work?
How can I find the Customer Satisfaction Survey workflow?
What is the difference between cases and internal tickets?
Can I mass edit case details at once?
Can I filter cases depending on the Customer Satisfaction Survey feedback?
How do I set up a mailroom rule to create cases?
Why are there no closed states in Cases?

How do I reply to a case?

You can reply to a case from the Summary View of the case record. 
Follow these steps to reply to a case:
  1. Click the Menu icon.
  2. Go to Support.
  3. Click Cases.
  4. Select and open the case that you want to reply to.
  5. Click the Reply button in the Activity section of the Summary View.
  6. Type the text.
  7. Click Send.
You can view the email thread in the Activity section.
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