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22.3. Reply, Send Later, and Attach Photos from a Ticket
Write internal or client-visible ticket comments, schedule a reply, cancel a pending send, and attach and review batches of photos or files on mobile.
Record the evidence while you are standing beside the equipment. A technician replacing a UPS at Cascade Manufacturing can attach the serial-label and cabling photos, leave an internal handoff, and schedule the client update for the agreed morning contact time.
Use mobile app 1.6.1, an internal account with access to the ticket and the actions you need, and a network connection for sending and uploading. Open the ticket first and verify the client. See 22.2. Work Tickets from the Phone.
Write an internal note or client reply
- Expand Comments to read the conversation. Switch between Newest and Oldest, use See more for a long comment, and Load more when more comments remain.
- Expand Add comment to write a new message, or use Reply on an existing comment for a threaded response.
- Review the visibility choice before sending:
| Choice | Use it for |
|---|---|
| Internal | Technician findings, dispatch coordination, and other notes for the MSP team. |
| Client | A response intended to be visible to the client. |
| Resolution | Marking a comment as the resolution; review visibility separately and choose a Close status if closing now. |
- Format the text with Bold, Italic, Underline, Bullets, or Numbers. Undo and Redo are also available. Wait for the editor to finish loading before using the toolbar.
- Tap Send and confirm the message appears with the intended visibility in the thread.
For example, an internal note can record “Replacement installed; dispatcher to arrange collection of the failed unit.” A client reply can explain the replacement and the checks completed, without exposing internal coordination.
If connectivity is lost, the main comment composer keeps a local draft and asks you to reconnect before sending. Return to it and send once connected; a saved draft is not an automatically queued delivery. Review visibility again before retrying.
Schedule a client-visible comment
Use Send later in the main Add comment composer when the message should reach the client at a chosen future time.
- Write the message and select Client. Internal comments cannot be scheduled.
- Tap Send later to open Schedule this comment.
- Set Date and Time. The selection uses the phone's time zone. Tomorrow and +7 days provide date shortcuts; review the resulting time rather than assuming it matches the client's office hours.
- Review Publishes … and tap Schedule to accept the time and return to the composer.
- Check Scheduled for …, visibility, and message content, then tap the composer's Schedule button to save the scheduled comment.
The comment stays hidden from the client until its chosen time. Your thread shows a Scheduled badge with its publication time. Check that the saved comment is in the thread before leaving the screen.
Switching the draft back to Internal clears its pending schedule. Before submission, reopen the schedule control and choose Send now instead to remove the time; then send from the composer when ready. For a routine delayed update, leave Resolution off and handle ticket closure separately.
Cancel a scheduled comment before it sends
- Find the comment marked Scheduled in the thread.
- Use its Cancel scheduled comment control.
- At Cancel this scheduled comment?, confirm Cancel comment.
- Check the cancellation result. The canceled comment will not be sent to the client.
Use this when circumstances change, such as a backup verification failing after you prepared a success message. If cancellation fails, refresh and check whether the comment is still scheduled or has already published before composing another update.
Attach photos and files to the ticket
Attachments are added through the ticket's Documents section. Uploading a document and sending a comment are separate actions.
- Expand Documents and tap Attach.
- Choose the source:
| Source | Action |
|---|---|
| Camera | Allow camera access and take a photo. Repeat for additional camera shots. |
| Photos | Allow photo-library access and select one or several images. |
| Files | Select one or several files from the device's file picker. |
- Confirm the selection in the device picker and return to the ticket.
- Watch the batch indicator, such as Uploading 3 of 3…. Files upload in sequence.
- Check the document rows and thumbnails after the uploads finish.
Figure 1: Batch progress and the resulting document rows help confirm which photos reached the ticket.
A failed file appears with Upload failed and its own Retry and Dismiss controls. Reconnect if necessary and retry that file. Other successful files stay attached, so review the rows before selecting the whole batch again and creating duplicates. Dismissing a failed upload removes that retry item; it does not make it a successful attachment.
Preview and share an attachment
Tap an image row to open the preview. Swipe between the ticket's images, or use the previous and next controls, and check the gallery counter. Image rows use thumbnails and the gallery loads a preview-sized image. If a preview is unavailable, the app can fall back to the original file.
Use Share in the gallery to open the device's share options. Other file types use the device's available sharing or opening flow. Use Close preview to return to the ticket. A document's Delete control asks for confirmation before removing it from the ticket.
Before leaving Cascade Manufacturing, open the uploaded serial-label photo and check that it is legible and belongs to the correct device. Then confirm that the internal handoff, client reply, or scheduled message has the right visibility and status. The web workflow is covered in 3.5. Add Internal, Client, and Resolution Comments and Attach Documents to Tickets.