.. meta::
   :description: Work with a Znuny ticket in the Details View — article thread, article overview table and the ticket information sidebar explained for agents.
   :keywords: Znuny ticket details, article thread, ticket sidebar, agent working view, ticket articles, ticket information

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:

.. figure:: images/ticket_details.png
   :alt: Ticket Details View
   :width: 100%
   :align: center

   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.