Replying to Solution Proposals or Questions 
You want to send a reply to the support employee
Because you have received a solution proposal that does not solve your problem, or not completely You want the support employee to continue processing the problem
Because the support employee requires more information to solve your problem and has set the support message's user status to Customer Action.
Prerequisites
In the overview of the messages created by you, a message appears with the status Solution Proposal or Customer Action.
Procedure
In the Messages view, choose the respective support message.
In Message Details choose Reply.
You go to the Reply dialog box.
Specify your reply and choose Send Reply.
To attach a document, choose Add Attachment.
Result
The user status of the support message is reset to In Process.
Your reply appears in the support message's long text and can be viewed by the support employee.