How do I reply to a customer inside the RT ticket?

Tell me

1. Log into RT http://rt.umbc.edu
2. Click on Home > RT at a glance link on the top of the page.
3. Click on the queue you want to work on in the Quick Search section.
4. Click on the ticket number OR the subject of the ticket. RT will display the full ticket.
5. Click the Reply link from the Actions menu in the upper right corner.
6. Enter text in the Message field.
7. Click the Update Ticket button to save the update.