Composer — Writing and Sending

Reply vs Private Note

The compose box has a Reply / Note toggle at the top.

Reply — sends a message visible to the customer.
Private Note — sends an internal-only note, visible only to agents. The compose background changes colour when Note mode is active.

Toggle by clicking the label, or press N while the compose box is not focused.

Rich-Text Formatting

The formatting toolbar above the compose box supports:

Format	Toolbar	Keyboard
Bold	B	Cmd/Ctrl+B
Italic	I	Cmd/Ctrl+I
Underline	U	Cmd/Ctrl+U
Strikethrough	S	Cmd/Ctrl+Shift+X
Bullet list	≡	—
Numbered list	≡	—

Select text in the compose box and click the toolbar button, or use the keyboard shortcut.

CC Field

Click the CC field above the compose box.
Type an email address and press comma or Enter to add it as a chip.
Add up to 10 recipients.
Click the × on any chip to remove it.

The Send button is disabled while the CC field contains a partially typed or invalid email address. Finish typing the address and press comma, or clear the field to re-enable Send.

Attaching Files

Click the paperclip icon in the compose toolbar to open the file picker.

Maximum file size: 20 MB per file.
Maximum attachments per reply: 5 files.
All file types are accepted.

Each file uploads immediately to Azure storage. A chip appears in the compose box showing the filename and an upload progress ring. The ring changes to a checkmark when the upload completes. The file is only attached to the reply if the upload succeeded.

Removing an Attachment

Click the × on an attachment chip to remove it before sending. This cancels any in-progress upload and removes the file from the reply.

Upload Failures

If an upload fails, the chip turns red with a retry button. Click retry to re-attempt the upload without losing the file selection.

Sending

When you’re ready:

Click the Send button, or
Press Cmd+Enter (Mac) or Ctrl+Enter (Windows/Linux).

The reply (or note) posts to Freshdesk and appears at the bottom of the conversation timeline. It is also visible in the native Freshdesk ticket view.

Closing with Unsent Content

Pressing Escape while the compose box has content shows a Discard & close confirmation dialog. Click Discard to clear the draft and close the modal. Click Cancel to return to the compose box.

Need Help?

Email us at support@taroo.in and we’ll respond within one business day.