How can I respond to tickets?
Now that you've received a new open ticket, you must draft and send a reply to it. You should have noticed that the first conversation in the ticket is that of the requestor. Just above the conversation is the Reply All link which can be used when there are multiple recipients for the ticket and you want to respond to all of them. Click Reply All to open the editor window.
Alternatively, click Reply (from the drop-down ) to reply to just the requestor in each ticket, but even otherwise Reply All will be the first option.
Within the editor, compose your response for the ticket. You can click 
to write richly formatted responses that deliver more than just plain old text to your customers. When you're done composing, click the Send button at the top of your editor window. This will complete your action of responding to a ticket. You can also click Send & Close to send a reply and close the ticket simultaneously.
to write richly formatted responses that deliver more than just plain old text to your customers. When you're done composing, click the Send button at the top of your editor window. This will complete your action of responding to a ticket. You can also click Send & Close to send a reply and close the ticket simultaneously. Your recent response will now be listed just below the title of the ticket.
You can view the date and the time at which the reply was sent by you.