Articles

Articles are the entries of the ticket. All communications within a ticket produces a new article.

Use the article detail view to work with articles. The article detail view is available from the Communication Compact or from the Communication Stream widgets of the ticket detail view, when an article is expanded.

Expanded Communication Compact Widget

Article Detail View Actions

The following actions are available in the article detail view.

Article Detail View Actions

Communication

This column groups the following actions together:

Reply

This action allows to reply to the article. This screen is very similar to an email client screen.

Reply To Note

This action allows to reply to the article, if the article is a note. This screen is very similar to an email client screen.

Reply all

This action allows to reply to the article for all recipients. This screen is very similar to an email client screen.

Reply via SMS

This action allows to reply to the article via SMS message. it is possible to send the SMS as flash message to display it directly on the target mobile device without user interaction (depends on the used device and provider).

Note

Additional contract is needed to use this action.

Forward

This action allows to forward the article as email.

Organize

This column groups the following actions together:

Redirect

This action allows to redirect the article as email. The new recipient will receive the email like it was sent to them originally. It is possible to inform the original sender about the redirection.

Mark as Important or Unmark as Important

This action allows to mark or unmark the article as important. Articles marked as important has a flash icon in the header.

Split

This action allows to split the article into an other ticket. The agent can split the article to phone, email or process ticket.

Print

This action allows to print the article to a PDF file and to download it.

View

This column groups the following actions together:

Copy Article Link

This action allows to copy the article direct link to the clipboard.

Plain View

This action allows to view the raw source of the email article.