Looking for a way to edit a staff reply? Whatever the reason might be, it’s possible to edit or update staff responses from the ticket details page.
Click on the little pencil icon to the lower left corner of each reply to bring up the editor. Make the necessary changes and click on Update.
Do note that even if a response is updated in the ticket, an email won’t be sent to the customer alerting him of the same. However, if you have given customers access to the Support Center, they can view the updated response from there.
Note: In the same manner, you could also edit responses from customers too. But, exercise caution before updating a response in either case.