There are three main actions you can take on a ticket:
1. Create a Reply - reply directly to the patron.
2. Send an Internal Note - send a note to someone before or after you respond to the patron.
3. Assign the ticket to a user (i.e., claim it for them) or Transfer the ticket to another queue.
This is how you communicate with the patron
This is how we communicate with each other.
If you know who should answer the question or the question is best suited for another queue, use the Assign/Transfer area to send it to the right answerer.