View a Ticket’s Details

In Znuny, the Details View (as shown in your screenshot) is the main working area for a single ticket. It’s split into three main zones, each with a specific function:

The Ticket Details View in the Agent Interface.

Main Content Area (Center)

This is the article thread and where you see the actual communication and work history of the ticket.

Article Overview Table

• Shows a list of all articles (emails, phone notes, internal notes) linked to the ticket.

• Columns:

  • No. - Article number/order in the ticket.

  • Star - Read or unread message.

  • Direction icon - Indicates incoming (→) or outgoing (←) communication.

  • Sender - Who sent the article (e.g., customer name).

  • Via - The channel used (Email, Phone, Web, etc.).

  • Subject - The article’s subject line.

  • Created - Date and time the article was created.

Ticket Information Sidebar (Right Side)

This gives a quick reference to the ticket’s key properties without leaving the view.

Fields typically shown:

• Age - How long the ticket has been open.

• Created - Original creation date/time.

• State - Current ticket state (e.g., new, open, pending, closed).

• Locked - Whether the ticket is locked to an agent (to prevent double work).

• Priority - Priority level (e.g., 3 normal).

• Queue - Which queue the ticket is in.

• Customer ID - Customer’s account or company ID.

• Accounted time - Time recorded on the ticket.

• Owner - Current owner (agent actively working on it).

Why the Details View matters for agents

• It’s the main working page for handling tickets.

• Keeps all communication in chronological order.

• Lets you act on the ticket without switching screens.

• The sidebar means you always know the ticket’s context while reading or replying.