In this article, you can find the needed information to respond to a received support ticket:
Detailed view of a support ticket
When you click on a ticket that you receive, you can have detailed information about it on a new page.
Leave a comment to the ticket
If you want to make a comment about the request that will be visible to your customer, you can click on the Add Comment button and select Public out of the listed options. You can type your comment and by pressing the Add Public Comment button, it will be sent to your respective customer.
Mark the ticket as resolved
If you think you do not need to provide an answer to the ticket, you can press the Mark As Resolved button and the ticket will be closed and the loop for it will be ended.
When your customers are given the link of your Support Portal, they will easily be able to submit support tickets to you by logging in to ecratum. To find out more about how your customers get benefit from Support Tickets feature, read this article: How to use Support Tickets as a client