Question 1

How do I reply to a customer from a ticket?

Accepted Answer

1) Open the ticket and scroll to the reply editor at the bottom of the conversation. 2) Make sure the "Reply" tab is selected (not "Private note"). 3) Check the recipients in the To, CC and BCC rows above the editor. 4) Write your message and click "Send". The reply is emailed to all listed recipients and added to the ticket conversation.

Question 2

What is the difference between a reply and a private note on a ticket?

Accepted Answer

A reply is sent by email to the ticket's recipients (To, CC, BCC) and becomes part of the customer-facing conversation. A private note is internal only: it is never emailed, the recipient fields are hidden while you write it, and it is shown in the thread with a dashed border and an eye icon so users can tell it apart. You switch between the two with the "Reply" and "Private note" tabs above the editor.

Question 3

How do I add an internal note to a ticket?

Accepted Answer

1) Open the ticket. 2) Click the "Private note" tab above the reply editor. 3) Type your note and click "Add private note". The note is saved to the conversation but is not emailed to the customer.

Question 4

Can customers see private notes?

Accepted Answer

No. Private notes are internal to your team and are never emailed to the customer. In the conversation they are marked with a dashed border and an eye icon so users can recognize them.

Question 5

How do I add CC or BCC recipients to a reply?

Accepted Answer

Above the reply editor you will see the To row plus "CC" and "BCC" labels with a count of current recipients. 1) Click "CC" or "BCC" to open that field. 2) Type an email address or pick one from the list (the placeholder reads "Type email or select from list"); addresses already seen in the conversation are suggested. 3) Press Enter to add it. Invalid or duplicate addresses are removed automatically.

Question 6

Why can't I see the To, CC and BCC fields while writing a private note?

Accepted Answer

Private notes are internal and are never emailed, so the recipient fields are hidden while the "Private note" tab is selected. Switch back to the "Reply" tab to see and edit the To, CC and BCC recipients.

Question 7

How do I quickly add an email address from the conversation to my reply recipients?

Accepted Answer

Each message in the conversation shows the email addresses involved as small tags. Hover over one to see "Add {email} to the reply" and click it to add that address to your reply recipients. If the address is already included, the tooltip says "{email} is already a receiver on the reply".

Question 8

How do I send a reply and change the ticket status in one step?

Accepted Answer

1) Write your reply. 2) Click the arrow button next to "Send". 3) Pick one of the "Send and set as ..." options, one for each status in your workspace. The reply is sent, the ticket status is updated, and you are returned to the ticket list. The same menu exists for private notes as "Add private note and set as ...".

Question 9

Can I mention a teammate in a reply or note?

Accepted Answer

Yes. Type @ in the editor to open a list of teammates and pick one to mention them. The list shows users who are members of the group the ticket belongs to, excluding yourself.

Question 10

What formatting can I use in the ticket reply editor?

Accepted Answer

The editor supports rich text blocks including Text, Heading, List, Checklist, Quote, Code, Raw HTML, Table, Images and Attachment, plus inline formatting such as Bold, Italic, Inline Code, links, highlight markers and an emoji picker. Click into the editor and use the block menu (the "Add" control) or select text to see inline options.

Question 11

Are my ticket replies saved as drafts automatically?

Accepted Answer

Yes. While you type a reply, Deskhero auto-saves the draft about every 10 seconds, and also when you click outside the editor or leave the ticket. The draft includes your text, attachments and recipient addresses, and it is stored with your account so it is restored when you come back to the ticket.

Question 12

Does the new ticket form save a draft if I navigate away?

Accepted Answer

Yes. The New Ticket form auto-saves the subject, message and attachments about every 10 seconds while you make changes, and again when you leave the page. Next time you open New Ticket you will see the "Draft Content Available" dialog with the choices "Load Draft & Continue" or "Start Fresh".

Question 13

How do I attach files to a ticket reply?

Accepted Answer

In the reply editor, add an "Attachment" block (or an "Images" block for pictures) from the editor menu, then drag and drop files onto it or click "Browse" to pick them. Upload progress is shown per file, and the Send button stays disabled until all uploads finish.

Question 14

Is there a size limit for ticket attachments?

Accepted Answer

Yes. Each individual file can be at most 120 MB. Files larger than that are rejected when the upload starts.

Question 15

Are ticket attachments scanned for viruses?

Accepted Answer

Yes. Uploaded attachments are sent through a malware scanner before they are made available; common image formats (such as standard picture files) skip the scan step. If a file is still processing, it becomes available once scanning completes.

Question 16

What are canned responses in Deskhero?

Accepted Answer

Canned responses are reusable replies for the questions your team answers again and again. They are shared by the whole workspace: an owner, admin or group admin writes them once under Configurations > Canned responses, and every User can insert one into the reply editor with a click and edit it before sending. A canned response has a name, rich text content (formatting, images and attachments are kept) and an optional list of groups. With no groups it is offered on every ticket; with groups it is offered on tickets in those groups.

Question 17

How do I create a canned response?

Accepted Answer

1) Go to Configurations > Canned responses (owners and admins, or a group admin for the groups they administer). 2) Click "Add canned response" (or "Create canned response" if the list is empty). 3) Enter a name and write the reply in the rich text editor; images and attachments are supported. 4) Optionally pick the groups the response is meant for. Leave the groups empty to offer it to everyone. 5) Click "Save".

Question 18

How do I insert a canned response into a reply?

Accepted Answer

In the actions row under the reply editor, click the "Canned responses" button (hover it to see the name) and pick a response from the list. The list shows the responses available for the ticket's group, sorted by name. The response replaces the content of your reply, attachments included, and you can edit everything before you click "Send". If you had already written something or restored a draft, Deskhero asks for a confirmation first.

Question 19

Why does Deskhero ask "Inserting the canned response replaces everything in your reply. Continue?"

Accepted Answer

A canned response replaces the whole reply rather than being added to it, so Deskhero checks before it overwrites text you wrote yourself or a draft you restored. Click "Replace" to continue or cancel to keep your text. No confirmation is asked when the editor is empty, when it only holds an unedited suggested reply, or when it holds a canned response you inserted earlier and did not change.

Question 20

Why does the canned responses list say "No canned responses for this ticket's group"?

Accepted Answer

The picker only offers responses that fit the ticket: responses with no groups (offered to everyone) and responses limited to the group the ticket belongs to. A ticket without a group only gets the responses offered to everyone. If a response you expect is missing, ask an owner, admin or the group's admin to add the ticket's group to it under Configurations > Canned responses, or to clear its groups so it is offered to everyone.

Question 21

Who can create, edit or delete canned responses?

Accepted Answer

Owners and admins can manage every canned response. A group admin can manage the responses for the groups they administer: every group on the response must be one of theirs. A response with no groups, which is offered to everyone, can only be created, edited or deleted by an owner or admin. Every User can insert the responses offered to them when replying to a ticket.

Question 22

How do I edit or delete a canned response?

Accepted Answer

1) Go to Configurations > Canned responses. 2) Use the edit button on the response's row to change its name, groups or content, then click "Save". 3) Use the delete button and confirm to remove it. Deleting a response does not change replies that were already sent with it. Group admins only get the edit and delete buttons on responses for their own groups.

Question 23

What is the difference between a canned response and a signature?

Accepted Answer

A signature is personal: each User creates their own under My profile > Signatures and adds it as the sign-off of a reply. A canned response is shared by the workspace: owners, admins and group admins create them under Configurations > Canned responses and any User can insert one as the body of a reply. In short, signatures sign a message and canned responses answer it. Both have their own button in the actions row under the reply editor.

Question 24

What is the difference between a canned response and an auto reply?

Accepted Answer

An auto reply is sent by Deskhero automatically when a ticket is created, with nobody involved, and is set up under Configurations > Auto Replies. A canned response is inserted by a User into the reply editor and sent by that User, who can edit it first. Use auto replies for acknowledgements and canned responses for answers to questions that keep coming back.

Question 25

Can a canned response contain images or attachments?

Accepted Answer

Yes. Write the response in the rich text editor with formatting and inline images, and add file attachments the same way as in a reply. When a User inserts the response, its images and attachments come along and are sent with the reply. The response replaces the whole reply, attachments included, so add your own files after inserting it.

Question 26

Can I send a reply without quoting the earlier messages?

Accepted Answer

Yes. In the actions row under the reply editor, click the "Message history" button to switch between "Full history", which quotes the earlier messages below your reply, and "No history", which sends your reply only. With No history the email contains neither the earlier replies nor the original ticket text, so make sure your reply stands on its own or add an AI summary. The choice applies to the reply you are writing: every new reply starts with Full history. The button is not shown for private notes, since no email is sent.

Question 27

What does the message history quoted below my reply contain?

Accepted Answer

With "Full history" (the default) Deskhero adds a message history section under your reply with the earlier replies, newest first, and the original ticket message at the end. Only replies that every recipient of your reply was part of are quoted: a message a recipient never received is left out. Private notes and AI summaries of the thread are never quoted. Choose "No history" to send your reply without this section.

Question 28

What does "Sent without history" on a message in the ticket mean?

Accepted Answer

The User who sent that reply chose "No history", so the email went out with only that reply and without the earlier messages quoted below it. Deskhero marks such a reply in the ticket thread with a small crossed-out message icon; hovering it shows "Sent without history". The marker is only visible to your team, so everyone can see what the customer received.

Question 29

Does Deskhero remember my "No history" choice for the next reply?

Accepted Answer

No. Every reply starts with "Full history" and you switch to "No history" each time you want it, so a customer never loses the context by accident. The choice is saved with your unsent draft: if you leave the ticket and come back, the draft keeps the setting. After the reply is sent, the button returns to Full history.

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