Replying to tickets

SupportCraft AI includes a full-featured reply editor at the bottom of every ticket. This page explains everything it can do.

The reply editor

The editor lives at the bottom of any open ticket. It has two modes — Public Reply and Internal Note (explained below) — and a full formatting toolbar.

The toolbar gives you:

Text formatting — Bold, Italic, Underline, Strikethrough
Headings — H1, H2, H3
Lists — bulleted and numbered
Blockquote and code block
Hyperlinks — select text and click the link button to add a URL
Inline image insertion — opens a file picker (see also: paste and drag & drop below)
File attachment — opens a file picker for non-image attachments
Text alignment — left, centre, right
Undo and redo

[SCREENSHOT: The reply editor toolbar showing all button groups — undo/redo, formatting, headings, lists, blockquote, code, link, image, attach, alignment]

Press ⌘ Return (Mac) or Ctrl Return (Windows) to send without reaching for the mouse.

Public replies vs. internal notes

At the top of the editor you'll see two tabs. This is one of the most important distinctions in SupportCraft AI:

Public Reply

• Sent to the customer by email
• Visible in the customer portal
• Appears in the ticket thread for all agents
• Triggers any email notification rules

Internal Note

• Never sent to the customer
• Not visible in the customer portal
• Only agents logged in to SupportCraft AI can see it
• Shown with a yellow background in the thread

Use internal notes to leave context for teammates ("checked with billing — refund approved"), flag follow-ups, or discuss a ticket without the customer seeing the conversation. A clear banner inside the editor reminds you which mode is active before you send.

[SCREENSHOT: The editor in Internal Note mode — showing the amber/yellow background on the editor area and the "Visible to agents only" banner]

Inline images and file attachments

Inline images

Images can be inserted directly into the body of your reply (so the customer sees them inline, not as a separate download) in three ways:

Paste — copy an image to your clipboard and press Ctrl/⌘ V anywhere in the editor.
Drag and drop — drag an image file from your desktop onto the editor area.
Toolbar — click the image button (mountain icon) to open a file picker.

A preview appears immediately while the image uploads in the background.

File attachments

For files that aren't images (PDFs, spreadsheets, ZIP archives, etc.), use the paperclip button in the toolbar or drag and drop the file onto the editor. Attachments appear as downloadable chips below the editor with a progress bar while uploading. The maximum file size is 25 MB per file.

[SCREENSHOT: The editor with an image pasted inline in the text, and two file attachment chips below showing their filenames and sizes]

@Mentioning teammates

Click the @ button in the editor footer to open a list of agents in your workspace. Selecting a name inserts @Their Name at the cursor position. This is useful in internal notes to flag a ticket for a specific colleague.

[SCREENSHOT: The @mention popover showing a list of agent names]

Canned responses

Canned responses are pre-written reply snippets you can insert with a single click. They're ideal for answers to common questions — like refund policy, how to reset a password, or how to escalate an issue.

Click the Canned button (speech bubble icon) in the editor footer to open the canned response picker. You can search by name or shortcut. Selecting a response inserts its full content at the cursor — you can then edit it before sending.

To create new canned responses, go to Settings → Canned Responses. Give each response a name, a short shortcut (e.g. refund), and the response body.

[SCREENSHOT: The canned responses popover showing a search box and a list of response names with their shortcuts]

Next steps

Let AI draft the reply for you

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