.. meta::
   :description: The Znuny Ticket Action Menu — Back, Mark Seen, Print, Priority, People, Communication, Pending, Close and Miscellaneous actions available to agents.
   :keywords: Znuny ticket actions, ticket menu, ticket priority, ticket communication, ticket owner, ticket pending, ticket close

Working with the Ticket Action Menu
####################################

In the screenshot, the **first menu bar** directly under the ticket title (`Ticket#2021012710123456 — Znuny says hi!`) is the **Ticket Action Menu**.
It gives you quick access to all main actions you can perform on the ticket you're viewing.

.. figure:: images/ticket_action_menu.png
   :alt: Ticket Action Menu
   :width: 100%
   :align: center

   The Ticket Action Menu in the Agent Interface.

Here's what each item does:

**BACK**

* Returns you to the previous view (e.g., ticket search results, dashboard, or queue view) without making any changes.

**MARK AS SEEN**

* Marks all articles and the ticket as “seen” by you, which removes the “unseen” indicator in ticket overviews.

.. note::

    Articles are automatically marked as seen when you open them, but this action marks the entire ticket.

**MARK AS UNSEEN**

* Does the opposite — sets the ticket as “unseen” so it appears highlighted in overviews again.
* Handy if you want to come back to the ticket later and keep it marked for attention.

**PRINT**

* Generates a printer-friendly view of the ticket, including all articles and metadata. No HTML or Rich Text formatting.

**PRIORITY**

* Allows you to change the ticket's priority (e.g., 2 low, 3 normal, 4 high).
* Priorities can influence how tickets are sorted.

**PEOPLE** (drop-down)
  Manage ticket participants:

  * **Owner** - The agent currently working on the ticket.
  * **Responsible** - The agent accountable for the ticket's resolution.
  * **Watcher** - Agents subscribed to updates for this ticket.

**COMMUNICATION** (drop-down)
  Actions related to communication:

  * **Email Reply** - Reply to the customer or internal notes.
  * **Phone Call Inbound/Outbound** - Log a phone interaction.
  * **Note** - Add internal information without sending to the customer. Notes can also be visible to the customer if desired.

**PENDING**

* Sets the ticket to a pending state (e.g., “Pending Reminder” or “Pending Close”) with a date/time when a pending auto state expires, the ticket's state changes automatically. Otherwise, it remains in the pending state until manually changed. Notification will be sent to agents if a pending reminder is reached.

**CLOSE**

* Closes the ticket (moves it to a closed state such as “closed successful” or “closed unsuccessful”).

**MISCELLANEOUS** (drop-down)
  Additional actions that don't fit into the main categories:

  * **Lock** - Lock the ticket to prevent other agents from working on it.
  * **History** - View the ticket's change history.
  * **Free Fields** - Access custom fields defined for the ticket.
  * **Link** - Create links between related tickets.
  * **Merge** - Combine with another ticket.
  * **New Appointment** - Schedule a calendar event related to the ticket.

.. important:: Menu Visibility
    
    Based on the system configuration, the available actions may vary.

.. important:: Screen Content

    The content of any of the above screens is highly customizable by your Znuny administrator. 
    Fill the required fields and submit. A draft option is also possible.

    .. seealso::

       `Creating Drafts <https://doc.znuny.org/znuny/agentinterface/ticketviews/agentticketdraft/index.html>`_ in the administrator handbook.