Reply to a ticket

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.

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 Assign, prioritize and resolve 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.

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