---
key: reply-to-a-ticket
title: Reply to a ticket
audience: staff
section: communications/tickets
routes: ["/communications/tickets"]
permissions: ["communications.ticket.draft.create"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Write a reply to the customer from a ticket, save it as a draft, attach files, and send it without stepping on a teammate who is already replying.
keywords: [answer ticket, respond to customer, email customer, ticket draft, send reply, compose lock, attachment]
related: [triage-a-ticket, create-a-ticket, send-an-email]
---

In the sidebar, open **Communications**, then **Tickets**. The page address is `/communications/tickets`. Pick a ticket in the **Ticket List**, then scroll its detail on the right to **Drafts & Collision Control**.

## Before you start

- Your role needs permission to create ticket drafts, and separate permission to send replies. Without the first, **Create draft** does not appear; without the second, **Send reply** stays greyed out.
- Nova emails your reply from the mailbox the ticket came in on, as an answer to the customer's latest email on the ticket. The ticket number stays in square brackets at the start of the subject, so the customer's answer comes back to this ticket.
- **Open transport mailbox context**, beside the ticket number, opens that mailbox under **Email** when you want to read the original mail.

## Steps

1. Press **Create draft**. Nova shows **Draft created.** and opens a new reply draft with the ticket number and subject filled in.
2. Optional: press **Claim lock** so teammates cannot edit or send this draft while you work. The lock lasts 15 minutes; **Refresh lock** starts another 15 and **Release lock** gives it up.
3. Change the **Draft subject** if you need to, and type your reply under **Draft body**.
4. To add files, press **Attach files**, drag files onto the draft, or paste a screenshot. Sending waits until every file has uploaded and passed its safety check.
5. Press **Save draft** to keep your work. Nova shows **Draft saved.**
6. Press **Send reply** (no need to save first). The button reads **Sending…** and a **Delivery in progress** box stays up until the mailbox confirms the email.

## What you see

- **Lock owner** reads **You** when you hold the lock, **Unclaimed** when nobody does, and **Unnamed user** when a teammate does. **Lock expiry** shows when the lock runs out. **Conflict state** reads **Clear to continue**, or **Review before send** when the ticket changed after you started.
- Once sent, your reply appears under **Customer-visible Updates**, and the second line of **Recent customer touch** shows when your team last replied.
- The sent draft stays in the list with **Send reply** greyed out. **Delete draft** removes a draft straight away, without asking.
- Sending does not change the ticket's status. To mark it waiting or resolved, see [[triage-a-ticket]].

## If something looks different

- The draft shows **Another agent holds the compose lock** and **Send reply** is greyed out: a teammate is writing this reply. Wait, or press **Override lock** if your role allows it.
- **Save with override** and **Send with override** appear, and **Send reply** is refused: since the draft was created, the ticket changed (its status, queue or assignee, for example), the customer wrote again, or another reply went out. Read the ticket again; override only if your reply is still right and your role allows it.
- Nova says "Ticket draft not found" when you send: the ticket has no mailbox, which is the case for a ticket created by hand. Nova cannot email a reply from it.
- A red **Delivery stopped before provider handoff** box appears: nothing was sent. Review the draft and press **Send reply** again.
- **Attachment upload is unavailable for this role.** shows instead of **Attach files**: your role or your organization's plan does not allow reply attachments.
- A notice says you cannot send video by email: remove the video, or ask your admin for that permission.
- A prompt reads **Discard ticket workspace changes?** when you leave: you have an unsaved note, draft or ticket link. Go back and save it, or discard it.

[[route:/communications/tickets|Open Tickets]]