How to reply to a helpdesk request from ServiceDesk Plus Cloud helpdesk software

Replying to Requests

Technicians can reply to emails from the request details page. The replies will be sent as email to the recipients and logged in the Conversations tab.

In the request details page, click Reply All or click

and select Reply.

Fill out the reply form as follows:

Field

Description

From*

This field is non-editable.

If the request email was sent to a technician group email address, the group email address will be auto-populated.
Else, the email address configured in the mail server settings will be used while sending the reply.

To*

The email address configured for the requester will be auto-populated. Technicians can also manually enter email addresses.

Enter email addresses of users to whom you want to send a copy of the email.

If Reply All option is selected, the email addresses of Cc users in the received email will be auto-populated.

Bcc

Enter email addresses of users to whom you want to send a private copy of the email.

If Reply All option is selected, the email addresses of Bcc users in the received email will be auto-populated.

Template

Select a template with prepopulated details to reply quickly. Learn more.

Subject*

The subject will be auto-populated. You can edit the subject if needed.

Description

The reply template message will be auto-populated as description. You can edit the message as needed.

If ChatGPT integration is enabled, you can paraphrase your reply or use ChatGPT to refine grammar/spelling.

Click on the editor.
Enter the text to be paraphrased/checked.
Click Generate and select Generate Reply or Refine Text. ChatGPT will generate a response under Suggested Reply.
Click Copy Suggested Reply and paste the copied text in the reply form.

Learn more.

Request Status

Select the status the request must be moved to after the reply is sent.

Attachments

Add any relevant files as attachments.

An attachment file must not exceed 50 MB.

Show this mail to requester also

You can choose to display the email in the conversations thread for requesters.

* indicates mandatory fields

Click Send. To save the reply email as a draft and send later, click Save.

Technicians can also send a reply for review by clicking Send for Review.

Specify the reviewer's email address.

Provide a subject and description for the review email.

Click Send.

After the reviewer has checked the draft, they can send the reply email.

While replying to a requester's email for the first time, the reply time will be set in the Responded Date field, if your administrator has configured to set first response time based on the first reply email under Advanced Portal Settings.

You cannot edit the request status while resending a notification.