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Reply from support

Add a support reply to an existing user ticket from Ticket management. The reply is saved as a support message, accepts up to 5 already uploaded attachments, updates the ticket activity and notifies the user where applicable.

In this article

Use this guide when a support administrator needs to answer a ticket received from Reports and feedback. The conversation is reviewed in Ticket management, together with the reporter, the context and the case attachments.

The action only adds a message to the ticket history. It does not mark the case as resolved or change its status; that change belongs to the ticket status flow.

Before you start

  • Have a session signed in to Antylogic.
  • Hold the system permission `user-reports:manage`.
  • Have an existing, accessible user ticket to reply to.
  • If attachments are going to be included, upload them first from the composer and wait until none is left in the `uploading` or `error` state.

Instructions

  1. 1.

    Open Ticket management

    From the user menu, enter `Manage tickets`, or open `support-requests/:reportId` directly if you already have the ticket identifier. The inbox is only available to users with `user-reports:manage`.

  2. 2.

    Review the ticket

    Check the reporter, the context, the attachments and the conversation. The detail shows the user's original description first and then the saved messages, ordered from oldest to most recent.

  3. 3.

    Write the reply

    In `Reply from support`, write the message the user will receive. Antylogic validates the body by trimming leading and trailing whitespace.

  4. 4.

    Add optional attachments

    If you need to provide documentation, add files from the composer's picker. The reply does not upload binaries: it only sends the ids of files that already exist as `file-meta`.

  5. 5.

    Send the reply

    Press `Send reply`. The application saves the message as support, updates the ticket activity, tries to notify the user and refreshes the conversation with the updated detail.

Validations and limits

  • Without `user-reports:manage`, the screen shows missing permissions and the backend rejects the action.
  • An empty reply cannot be sent; the UI shows `Write a reply before sending it` and the backend requires `body`.
  • The endpoint accepts `POST /api/app/support-requests/{reportId}/messages` with valid JSON; other methods or invalid payloads are rejected.
  • Attachments must exist as `file-meta`; the backend accepts at most 5 unique ids and discards empty or duplicate values after trimming whitespace.
  • The UI blocks sending if there are attachments uploading or in error.
  • The author is set automatically as support; the client cannot choose `author_role`, `author_user_id`, `created_at`, `status` or `resolved_at`.
  • Replying from support does not change the ticket status or mark it as resolved.
  • The notification and the email to the user are best-effort: a mail failure does not prevent the reply from being saved.

Expected result

The ticket is updated with a new support message in the conversation. The screen shows `Reply sent`, clears the composer and keeps the ticket status without marking it as resolved.

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