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 via Note
This action allows you to reply to an article if the original article is a note. The reply via note screen is very similar to the add note screen.
Reply via Email

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

If the sender of an article is not the customer user, this action sets the original sender into the To field and adds the customer user to the Cc field for external articles. If the article is internal, then the original sender is set into the To field (if email is available) and the customer user is not added to the Cc field or any other fields.

Redirect via Email
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.
Reply to All via Email

This action allows you to send an article reply via email to all recipients at one time. The reply to all via email screen is very similar to an email client screen.

If the sender of an article is not the customer user, this action sets the original sender into the To field and adds the additional recipients and the customer user to the Cc field for external articles. If the article is internal, then the original sender is set into the To field (if email is available) and the additional recipients are added to the Cc field; the customer user is not added to the Cc field or any other fields.

Forward via Email
This action allows you to forward the article as an email. The forward via email 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.

Organization

This column groups the following actions together:

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 lightning icon in the header.
Split Article
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.
Views

This column groups the following actions together:

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