How can a ticket that has already been created be edited? I know how to do it from the customer view, but not the agent view?
It is not possible to edit already existing posts (either as customer or agent). You can only add new posts to an existing ticket. This is to ensure ticket integrity. You wouldn't want someone altering material facts to make something look better or worse, would you? You add additional posts to a ticket, zoom in on the ticket you are interested in and then you can either post a "note", "compose answer", or "contact customer". Note is located in the links above the thread history of the ticket. Compose and contact are located on the bottom right hand side of the ticket. Note leaves an internal note that the customer will never see in the cpanel. Compose sends an email to the customer with the contents of what you type. Contact records your thoughts as publicly viewable in the cpanel but does not send an email. Hth, Tyler Hepworth