• Tickets that are forwarded from a third party will not allow the option to respond to the customer directly and will need to be modifying prior to responding
  • Example ticket below has been sent from “Morphe Brushes Customer Service”.

Replying to this ticket directly, will reply to the sender, in this case info@morphe.com instead of the customer. In order to reply to the customer, follow the steps below to update the ticket sender information.

• Use the Edit option at the top right corner of the ticket and Select Edit. This will allow you to change the contact information so that when we go to reply to the email, it will reply to the customer’s information directly.
  
• Change the Ticket Contact and Subject information if needed to match the customer’s contact information.

• Save Ticket information and we will now be able to reply directly to the customer.