How to withdraw a public Agent ticket reply

Describes how to withdraw a reply from an Agent
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Written by Sara
Updated 8 months ago

As an Agent you can send public replies back to users who have access to the ticket using the Trumpet emoji (:trumpet:). 

To withdraw a reply it is assumed that you have applied the reaction emoji Trumpet (:trumpet) on the message to reply. 

  1. Identify the message you want to withdraw to make it not visible to Requesters anymore
  2. Press on the assigned Trumpet (:trumpet:) emoji on the message so it disappears
  3. Done! The message is now removed from the users who have access to the ticket view and not visible anymore. 

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