Viewing the Toolbars#
The Agent Toolbar in Znuny#
Overviews
These icons take you to different ticket overview screens:
📂 Folder icon - Queue View: Shows tickets grouped by queue.
☰ List icon - Status View: Shows tickets grouped by status (e.g., new, open, pending).
❗ Exclamation icon - Escalation View: Shows tickets that have breached or are close to breaching SLA times.
Actions
Quick shortcuts for creating new tickets or recording communications:
📞 Phone icon - Create a phone ticket, logging an inbound or outbound phone conversation with the customer.
✉️ Envelope icon - Create an email ticket, sending a new email to the customer and opening a ticket for tracking.
Search tools
🔍 Magnifying glass - Opens the quick search bar where you can search for tickets, customers, or other records by keyword, number, or name.
This is a fast way to locate tickets without navigating through queues or overviews.
Usage
Overviews help you monitor the ticket landscape from different perspectives (by queue, by state, by escalation risk).
Actions let you quickly start handling a new request or log an interaction without leaving your current workflow.
Search tools are ideal for jumping directly to a known ticket or customer.
See also
Toolbars in the full documentation for more details on the dashboard features.