Keeping Tickets Statuses and Priorities Intact

Mass Reply functionality makes responding to multiple tickets a no brainer. Sometimes, you might have to reply back to tickets at various status levels and with varying levels of priority. If you want to retain the original statuses and priorities of the trouble tickets, just select the ‘no change’ option from the respective drop down menus in the rich text editor.


This works the other way round too. Choose anything other than the ‘no change’ option and all your tickets will have a brand new status and/or priorities.