Juvaro Help Centre
Dansk

Reply or write an internal note

Answer the customer, comment, write and edit internal notes, and read the conversation.

The composer sits in Conversation, under the Original request card, and has three tabs.

TabWho sees itDelivery
ReplyThe customer, and everyone on the CC listEmailed to the requester as one mail, with the CC list in Cc.
CommentThe desk, and the customer in the portal or on the ticket link pageNot emailed. With Email customers when we answer on, the requester and each CC'd contact get an "Update on" notice.
Internal noteOnly the desk ("Private, not sent to the customer")Never shown to the customer.

The composer opens on Reply when the ticket has a requester email address, otherwise on Comment. Without an address the Reply tab is greyed out; add an email to the customer's contact to reply from the ticket.

PictureReply (with its To and read-only Cc lines), Comment and Internal note. Each mode has its own colour edge, so a note never looks like a mail.

Reply by email

  1. Choose Reply. The "To" line shows the address. When the ticket has a CC list, a read-only "Cc" line under it shows who is copied. Change the list in Details, not here.
  2. Write your reply.
  3. Optional: Attach file, Share via SFS or Ask for a file.
  4. If a Set status to "..." box is shown, it is ticked: sending also moves the ticket to that status. Untick it to leave the status alone.
  5. Click Send reply. You see "Sent to" the address and the subject.
  • The ticket number stays in the subject, so the customer's answer returns to the same ticket, also when someone renamed the ticket.
  • The mail signs off for you ("Kind regards", your name, the company) and quotes the customer's latest words under a divider. Neither shows in the editor. See What your customer sees in a reply.
  • Your reply shows your name in the conversation. The customer sees your name in the portal when the desk shows handlers to customers.
  • "Reply sent. The status could not move to ..." means the mail went out and the flow does not allow that move from here.
  • Email attachments: at most 10 files, 3 MB each and 10 MB in total. Refused files are listed under Not attached to this reply, with an offer to share them through the Shared File Service.

Add a comment or an internal note

  1. Choose Comment or Internal note.
  2. Write the text. Attach files with Attach file if needed.
  3. Click Add comment or Add internal note.

Edit an internal note

The person who wrote an internal note, and any Application Administrator, can change it afterwards.

  1. Click Edit on the amber note. The same editor as the composer opens, images included.
  2. Change the text.
  3. Click Save note. It stays disabled until you have changed something. If the save is refused, the editor stays open with your draft.

1/4Click Edit on the amber internal note.

  1. Click Edit on the amber internal note.
  2. The note opens in the same editor as the composer. Save note is disabled until you change something.
  3. Change the text, then click Save note.
  4. The note shows the new text and Edited with the time.
WalkthroughEditing an internal note: Save note stays disabled until you change something, and the note then shows when it was edited.
  • The note then shows "Edited" with the time. When someone other than the author edited it, the marker names them ("an administrator" when no name is on record).
  • Each edit adds an internal "edited a note" line. The portal never shows it, and it does not reset idle timers.
  • A note always stays internal. Editing cannot make it public.
  • Only internal notes written by a person can be edited. Public comments, replies, system lines and automation notes cannot. An older note that has only an author name can be edited by administrators only.

The editor

The toolbar offers Bold, Italic, Underline, Strikethrough, Bullet list, Numbered list, Quote, Link, Inline code, Code block, Insert image and Table. You can paste a screenshot or drop an image into the text: PNG, JPEG, GIF or WebP, at most 2.5 MB each. Images linked from other websites are removed for safety. Tables, including ones pasted from Word or Excel, are covered in Tables in the editor.

Large files

If your company uses the Juvaro Shared File Service and you have access:

  • Share via SFS opens the service in a new window. Upload the file there, and a secure download link is put in your reply. If you set a passcode, send it separately.
  • Ask for a file puts a secure upload link in your reply so the customer can send you a large file.

"Ask your admin for Shared File Service access." means you do not have access yet.

Read the conversation

  • The Original request card stays at the top, above the composer and the thread. Its header says who raised it and how: "Raised by" the sender for mail and portal tickets, "Created by" an agent "on behalf of" the requester for desk tickets, the plan and its customer for a plan, and "Created automatically" for anything a machine raised. It also shows the channel chip and the creation time.
  • The card holds the request with its images, attachment chips and, for portal tickets, the form answers. A request longer than about six lines folds behind Show more and Show less.
  • Replies follow under the composer, newest first. With no replies yet, the thread says "No replies yet".
  • Customer messages are on the left and the desk's on the right, each with its author's name. Internal notes stretch across the full width in amber. A mail bubble shows who was copied in Cc.
  • Chips show the channel: MAIL, PORTAL, COMMENT, INTERNAL NOTE, AUTO REPLY (an out-of-office from the customer) and AUTO RECEIPT (the ticket received mail).
  • Long messages fold with Show more. Old quoted mail hides behind show quoted history, and show original shows the email as it arrived. Copy link copies a shortened long link in full.
  • An internal line explains when the ticket received mail was not sent, and why.
  • Some older replies show "System" as their author.

To change the original text, click Edit description (or Add a description) in the card. The editor opens in place with the cursor in it. Click Save description when you are done.