The Basics

Basics of Working with a Ticket in Znuny

In Znuny, a ticket is the central record for tracking a request, incident, or task. It contains all communication and metadata related to that issue and may be linked to other tickets or objects in the system.

Core things you can do with a ticket:

• View details - See the ticket’s title, state, priority, queue, owner, and full article history.

• Communicate - Add articles via email, phone logs, or internal notes.

• Change state - Mark tickets as new, open, pending, or closed.

• Assign - Set the Owner (agent actively working on it) and/or Responsible (person accountable).

• Categorize - Apply ticket type, service, and SLA if used in your organization.

• Move - Change the queue to route the ticket to the right team.

• Lock/Unlock - Lock to yourself while working to prevent others from editing it at the same time.

• Search & Filter - Use overviews or search tools to find tickets you own, are responsible for, or that match specific conditions.

Ticket Lifecycle in Znuny

The ticket lifecycle describes the states a ticket typically goes through from creation to closure.

A common flow looks like this:

1. Creation

   • Tickets can be created by:

     • Customer emails (inbound)

     • Phone calls (agent logs a phone ticket)

     • Customer portal (web form)

   • The ticket enters the system, usually with State: new in an initial queue, open if created by an agent.

2. Classify and Categorize

• Agent or automated rules determine such things as:

  • Which queue it belongs to

  • Who should own or be responsible for it

  • Priority level

  • Ticket type and service (if applicable)

  • Record Additional metadata like workstation data or other relevant information.

• May involve moving the ticket to the correct support group.

3. Work in Progress

   • State changes to open.

   • Agents communicate with the customer, troubleshoot, and document updates via ticket articles.

   • The ticket remains in an open state until the issue is resolved or more info is needed.

Important

“open” state means the ticket is actively being worked on. These include states like “open”, “pending reminder”, or “pending auto close+/-“.

4. Pending States (optional)

   • If waiting for customer input or an external event, set to:

     • Pending Reminder - Changes back to open automatically when the reminder date arrives.

     • Pending Auto Close - Automatically closes after the set date/time.

5. Resolution & Closure

   • When solved, ticket state changes to closed successful (or another closing state).

   • If the request cannot be fulfilled, it might be closed unsuccessful.

   • Closure may be manual or automated based on workflow.

6. After Closure

   • The ticket can be found and reopened at any time by an agent.

Key Tips for Agents

• Always lock a ticket before working on it to avoid conflicts.

• Keep article history clear and complete — everything you do should be documented.

• When closing, make sure the resolution is documented in the final article. A summary helps future reference and should be mailed or made available to the customer via a visible article.

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stateDiagram-v2
    [*] --> New: Ticket created (email/web/phone)
    New --> Open: Classified / Assigned / Worked on
    Open --> PendingReminder: Set pending reminder
    Open --> PendingClose: Set pending close
    Open --> ClosedSuccessful: Resolved & closed
    Open --> ClosedUnsuccessful: Cannot fulfill / canceled

    PendingReminder --> Open: Reminder reached / customer replied
    PendingReminder --> ClosedSuccessful: Agent closes

    PendingClose --> ClosedSuccessful: Pending time reached
    PendingClose --> Open: Customer replies before close

    ClosedSuccessful --> Reopened: Follow-up received (if allowed)
    ClosedUnsuccessful --> Reopened: Follow-up received (if allowed)
    Reopened --> Open

    note right of Open
      Work in progress:
      - Communicate (email/phone/note)
      - Change owner/responsible
      - Move queues / set priority
      - Lock or unlock ticket
    end note
    

Ticket Lifecycle in Znuny