1. Upon clicking on magnifying icon, where you can view ticket info, messages, edit them and post reply. Click on 'Update' button after editing your customer details.
2.To reply, use the preset subject or change to yours. Use suitable canned messages (repeated text) to help you write messages with relative ease. Attach files to your reply form if any, subsequently click on 'Post Reply' button once you've finished.
Easily delete respective record in just a click and navigate to the following tickets using 'Previous' & 'Next'.