Working with the Ticket Action Menu

Below the article tree, you see the full content of the selected article.

The Ticket Article Content in the Agent Interface.

This View Includes:

Article Action and metadata.

• Metadata: number, subject, sender, date/time, channel. (click on the “i” to expand)

• The full message body.

• Action buttons for this specific article type “Email”:

  • Print - prints the ticket data and just this article. No HTML or Rich Text formatting.

  • Split - create a new ticket (Phone, Email, Process) from this article.

  • Bounce - Resend the message to another recipient without editing. (Mail System Dependant)

  • Forward - send the message to someone else with the ability to add your own message. Adds all previous text and attachments from the selected article.

  • Reply All / Reply - answer to the sender (and others, if applicable).

  • Mark as seen/unseen - Mark the article as read or unread. Makring as unread will return you to the last overview.

  • Note to Linked Ticket - Transfer the notice (optionally edit before sending) to a linked ticket. (only visible if ticket is linked)

Important

Based on the article type and system configuration, the available actions may vary.

See also

Creating Drafts in the administrator handbook.