While replying to a ticket, you can select your reply from a predefined
template and/or add your custom reply. You can add comments about the
ticket you are working on, this comments will be displayed to you only. While
posting your reply, if you find your reply worth to be added as a new entry in
the knowledge base, select the corresponding category and check the 'Add to
KB' check box. In the action tab, you can set the new status of the ticket and
opt for notifying the user with an email. You can also claim the ownership of
the ticket. In addition, you can also lock the ticket so that now only you can
handle further correspondence and operations with this ticket. With a locked
tickets, other staff can only view the details, they cannot reply/comment to
it. In the 'Other Information' section, if you want a carbon copy of the mail
sent, you can add the email address /addresses (separated by comma) in the
CC field. The time spent on this ticket in this particular session should be
entered here for accounting and performance evaluation purposes. You can
also add attachment(s) to your reply.