Replies, Notes, and Attachments

Sending a Public Reply

1. Open the Ticket Detail Panel by clicking a ticket card.
2. Click Reply to open the reply editor.
3. Write your reply. Use the toolbar for rich formatting: bold, italic, lists, and hyperlinks.
4. Click Send.

The reply appears in the conversation thread with all formatting preserved. A success notification confirms it was sent. The reply is visible on the Freshdesk ticket too.

The editor starts empty and focused each time you open it, and clears automatically after a successful send. Sending an empty reply is blocked.

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Adding a Private Note

1. Open the Ticket Detail Panel.
2. Click Note (or switch the reply mode to Private Note).
3. Write your note and click Save.

Private notes are visible only to your team. They appear in the conversation thread with a distinct visual indicator (such as a lock icon or different background) to distinguish them from public replies.

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Cancelling a Draft

Click Cancel in the reply or note editor to discard your draft. Nothing is sent and the editor closes cleanly.

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Uploading Attachments

Click the Attachment button in the reply editor to upload a file. The attached file is included with the reply or note when sent. All standard Freshdesk attachment types are supported.

If a file is invalid or too large, a clear error message is shown before the upload is attempted.

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Live Audio and Video Recording

Record audio or video clips directly from the reply editor and attach them to a reply in one step.

Recording Audio

1. Click the Record button in the reply editor and select Audio.
2. Grant microphone permission when prompted.
3. Record your message, then click Stop.
4. Preview the clip. If it sounds good, click Attach to add it to the reply and send.

The sent reply contains an audio attachment with a playback control in the conversation thread.

Recording Video

1. Click the Record button and select Video.
2. Grant camera and microphone permission when prompted.
3. Record, then click Stop.
4. Preview the clip. Click Attach to include it in the reply, or Discard to delete it and start over.

Discarding a clip clears all recording state cleanly — you can start a fresh recording immediately.

Permission Denied

If microphone or camera permission is denied, the app shows a clear message explaining what happened and how to enable the permission in your browser settings. The recording UI does not crash or hang.

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Need Help?

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