Editor Window is the place where an operator can reply or forward and send ticket to the customer who has raised a ticket. Also it has options like Canned Responses, Attach File, Escalate, Save as Draft and Nanorep.
Editor Window
Click Canned Responses 
icon to add canned responses in the body of ticket. (See Email Canned Responses)
Click Attach File 
icon to attach files to the ticket. A dialog box appears from where one can select a file and attach it to the ticket. (See Email Attachment)
Click Escalate 
icon to transfer an email ticket to the operator or skill. (See Email Escalate/Transfer)
Click Save as Draft 
icon, if you need to save a ticket as a draft for later use. The saved draft can be later viewed from the Draft folder of the Folder List. (See Save as Draft)
Click Push URL 
icon, to push a URL while replying or composing an email. (See Email Push URL)
Click Nanorep 
icon for nanorep option. (See Email Nanorep)
Information window consists of the tab such as Activity, Details, History, Notes and Survey.
The Ticket Status drop down box displays three options.
- In Progress- This will be the by default status in the drop down box
- Resolved- A supervisor could resolve the ticket and the set the status to “Resolved”.
- Reply and Resolved- An operator needs to select the status as Reply and Resolved thereby entering texts in the text field and click on Send button
The priority of the ticket would be displayed in the Ticket Priority drop down box. This option could be configured by Admin.