Articles

Articles are the entries in a ticket. All communications within a ticket produce 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

Expanded Communication Compact Widget

Article Detail View Actions

The following actions are available in the article detail view.

Article Detail View Actions

Article Detail View Actions

Communication

This column groups the following actions together:

Reply
This action allows you to reply to the article. The reply screen is very similar to an email client screen.
Reply To Note
This action allows you to reply to an article if the original article is a note. The reply to note screen is very similar to an email client screen.
Reply all
This action allows you to send an article reply to all recipients at one time. The reply all screen is very similar to an email client screen.
Reply via SMS

This action allows you to reply to an article via SMS message. It is possible to send the SMS as a flash message so that it displays 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 you to forward the article as an email.
Organize

This column groups the following actions together:

Redirect
This action allows you to redirect the article as an 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 you to mark or unmark the article as important. Articles marked as important have a flashing icon in the header.
Split
This action allows you to split the article into an other ticket. The agent can split the article to a phone, email or process ticket.
Print
This action allows you to print the article to a PDF file and download it.
View

This column groups the following actions together:

Copy Article Link
This action allows you to copy the individual article’s link to the clipboard.
Plain View
This action allows you to view the raw source of the email article.