Tickets & Inbox

Replying to Tickets

Send responses to customers manually or with AI assistance

Keva provides a plain-text ticket composer with optional canned responses and AI-assisted actions.

Use the composer

Open a ticket and use the composer below the conversation:

  1. Open a ticket
  2. Choose Reply for a customer-facing message or Note for an internal note.
  3. Write in the plain textarea.
  4. Choose the submit action for the selected mode.

Reply

Use Reply to write a customer-facing response. Depending on the ticket's delivery capability, the submit button is Send Reply for a direct visitor reply or Queue email reply for email delivery. If a direct reply is unavailable, the page explains that internal notes remain available.

Note

Use Note to write an internal note. Notes are added with Add Note and are not sent to the customer.

The composer is a plain textarea for both modes. It accepts typed text and line breaks. Pressing Cmd+Enter or Ctrl+Enter submits a non-empty draft.

Canned responses

Select Canned beside the composer to open saved responses. Search or filter the list, then select a response to insert it into the current draft. Supported variables are replaced when their values are available; unresolved or unsupported placeholders prevent insertion.

AI-assisted actions

The ticket detail header may provide these actions, depending on access and feature availability:

  • Ask Keva opens Copilot for the ticket. A Copilot draft can be reviewed in the composer before it is submitted.
  • Draft grounded answer starts a grounded answer preflight. The action shows Drafting… while it runs and can be retried after a failure.
  • Queue draft for review places a draft in the approvals workflow. The action shows Queueing… while it runs and provides a link to approvals after it succeeds.

Learn about Canned Responses →

Reply best practices

Tips for effective replies:

  • Address the customer by name
  • Acknowledge their issue
  • Provide clear next steps
  • End with an offer to help further

Good Reply Structure

Hi [customer name],
 
[Acknowledge the issue]
 
[Provide the solution/answer]
 
[Next steps, if any]
 
[Closing - offer to help further]
 
Best,
[agent name]

Troubleshooting

Reply is unavailable

  • Use Note when direct customer reply is unavailable.
  • For an email reply, use Queue email reply and wait for the queued message to appear in the conversation after delivery.

A reply result is unclear

  • Check the conversation before trying the same reply again.
  • Keep the draft unchanged when retrying a queued email reply.