1. From the ticket’s detailed view, click on Reply right below the ticket description to get all these options.
2. Once you’ve typed in the reply, use the options above to format it, hyperlink text and insert images.
3. To add someone Cc or Bcc, click the corresponding button. Freshservice will suggest matching names as you start typing it.
4. To attach a file from your computer or Dropbox account, click the corresponding link and browse to choose the file.
5. Once you’re done, either click the Send button or choose from the options to update the ticket’s status as you send the reply.