One of the important feature is to view the ticket logs that are being catogerized in the Closed loop.
Here we have multiple catogories like New, Open , Overdue, Escalated or Resolved.There are two ways we can get back to the customer.
1. We can use canned reply for our customers. If you like to add your customized canned response then it is supported in the system. Select Canned >> +new