...
Click on the ticket number to open it
Assign the ticket to yourself immediately by clicking on the Assignee field (right side) and choose your name. This advises other agents that someone is working on the ticket.
Review the ticket and determine the next action to be taken.
If further information is required from the customer, choose Respond to customer (drop down on left side).
There are canned responses available in the KB for use the comment box, see /wiki/spaces/AIT/pages/26013405374. Choose the appropriate response and copy it to the comment box (Respond to customer tab) . Sign off on your comment with “Regards” and your name.
Click Respond to Customer. A confirmation box will pop up confirming that an email will be sent to the customer. Click Confirm to send, or Cancel if changes need to be made.
If Internal comment is chosen, an email will NOT be sent to the customer.
Remove your name as Assignee. The ticket status will change to Waiting for Customer.
Click on your Dashboard to view the Technology Support Center’s queue.
...