No reply button on some tickets in FreshDesk

Our company is a FreshDesk client for some time now.


On certain tickets that I have created for my clients, the button "Reply" is unavaillable.


Tickets have been created directly on our support portal, where I am loggued as an agent.


I am, moreover, very surprised that FreshDesk has no... support for its clients ! Only forum and FAQs, really? They don't use their own solution?



ADMIN

Hello Gilles,


Sorry for getting back to you late. We're reaching out to you via email to troubleshoot this.


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