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Replying to Tickets

This guide provides step-by-step instructions for clients to reply to a support ticket on the ED Partners Africa Helpdesk.

Step 1: Go to Your Tickets​

  1. After logging in, you will be taken to your Client Dashboard
  2. Click on "My Tickets" or "View Tickets" to see a list of all your submitted tickets

Tickets List

Step 2: Open the Ticket You Want to Reply To​

  1. Find the ticket you wish to respond to (e.g., Ticket #HD-12345)
  2. Click on the Ticket Number or Subject to open the full conversation

Ticket View

  1. You will see:
    • Your original message
    • Any responses from the support team
    • Timestamps of all activity
    • Current ticket status (Open, Answered, Closed)

Step 3: Write and Submit Your Reply​

Posting Ticket Reply

  1. Scroll down to the bottom of the page to the "Add a Reply" section

  2. Type your response in the message box

    • Be clear and include any new details
    • If answering a question from the agent, address each point

  3. Optional: Attach a file (e.g., updated screenshot, document):

    • Click "Choose File" or drag and drop into the box labeled: "Drop file here or ( choose them )"
    • Select the file from your device
    • Supported formats: .jpg, .png, .pdf, .docx, .xlsx
    • Max size: 5MB per file

  4. When ready, click the "Post Reply" button

After You Reply​

Once you submit your reply:

✅ Confirmation: You'll see a confirmation message that your reply was posted
✅ Email Notification: The support agent will be notified of your response
✅ Status Update: The ticket status may change to "Answered" (awaiting agent response)
✅ Tracking: Your reply becomes part of the permanent ticket conversation

Best Practices for Replies​

Be Clear and Specific​

  • Address all questions from the support agent
  • Provide step-by-step details if describing a process
  • Include exact error messages if new ones appear

Use Proper Formatting​

  • Use bullet points or numbers for multiple items
  • Break up long text into paragraphs
  • Quote specific parts of the agent's message when responding

Include New Information​

  • Mention if the problem has changed or evolved
  • Report if suggested solutions worked or didn't work
  • Add any new symptoms or error messages

Example Good Reply​

Hi [Agent Name],

Thank you for your response. I tried the steps you suggested:

1. ✅ Cleared browser cache - completed
2. ✅ Restarted computer - completed  
3. ❌ Still cannot access Qore Banking System

New details:
- Now getting a different error: "Connection timeout"
- This started happening after the network maintenance yesterday
- Other users in my office are experiencing the same issue

I've attached a screenshot of the new error message.

Please let me know the next steps.

Best regards,
[Your Name]

When to Reply vs. Create New Ticket​

Reply to Existing Ticket When:​

  • Following up on the same issue
  • Providing requested information
  • Reporting that a solution worked/didn't work
  • The issue is related to the original problem

Create New Ticket When:​

  • You have a completely different issue
  • The original ticket was marked "Resolved" and you have a new problem
  • You need help with an unrelated system or process

Troubleshooting Reply Issues​

Can't find the reply section:

  • Make sure you're logged in
  • Check that the ticket isn't closed
  • Try refreshing the page

Reply button not working:

  • Ensure you've typed a message in the text box
  • Check your internet connection
  • Try a different browser

File won't upload:

  • Check file size (max 5MB)
  • Verify file format is supported
  • Try a different file or compress large images

Next Steps​