Articles in Znuny

Articles in Znuny#

In Znuny, an article represents a single unit of communication within a ticket. Articles track interactions such as emails, phone calls, internal notes, and system-generated messages, forming the conversational history of a ticket. A similar feature is message threading in mail clients.

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Mail Thread#

The difference is that articles are a non-modifiable part of a ticket and cannot be removed by normal means.

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Article Tree in Znuny#

Key Aspects of Articles in Znuny#

  1. Articles vs. Tickets

  • A ticket is the container for all related communication and activities.

  • An article is an individual message or note within a ticket.

  1. Types of Articles

Znuny supports multiple article types. The type recorded depends on the mode of interaction:

  • Email: Emails sent or received by znuny as a follow-up to or initial request.

  • Phone: Manual entry for an incoming or outbound phone conversation.

  • Internal: Comments added by agents or customers.

  • System Messages: Automated notifications like escalations, SLA breaches, or automated replies.

  1. Article Storage & Structure

  • Articles are stored sequentially within a ticket, maintaining a chronological communication history.

  • Each article includes metadata, such as - Sender/Recipient (For emails) - Communication channel (email, phone, web, etc.) - Sender Type - Shows direction of communication. - Subject - Body content - Attachments - Time of creation

  1. Article Visibility

  • Public Articles: Viewable by customers (e.g., email replies).

  • Internal Articles: Only visible to agents (e.g., internal notes).

  1. Follow-up Handling

  • Incoming emails with matching ticket identifiers are automatically attached as new articles.

  • Agents can add manual follow-ups to tickets in the form of new articles.

  1. Permissions & Access Control

  • Znuny allows defining access permissions for tickets.

  • Agents can be restricted from adding articles based on their roles.

  • Customer users typically only see articles marked as visible for customer.

  1. Article Management in Znuny

  • Agents can reply to, forward, bounce or split articles into new tickets.

  • Articles can be transferred across linked tickets.

  • Rich text formatting and attachments are supported.

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