How to document and provide a ticket solution to client
I´d like to understand what is the best way to communicate and document a solution for a ticket. We use the ticket-function from Hubspot, so customers can create support related tickets. "I.e. my desktopscreen is black, what should we do".
First I really miss, that I can´t communicate with my customers using the customer portal. Like a customer sends a message using the portal, I´d like to answer it and it should be visible in the ticket.
Second, i´m not getting how to provide a solution for a ticket in a proper way. For me it looks like, I have to send an emal providing the solution and then close the ticket manual.