.. meta::
   :description: Znuny agent toolbars explained — queue, status and escalation views, phone and email ticket shortcuts, and the quick search bar.
   :keywords: Znuny toolbar, agent toolbar, queue view, escalation view, quick search, phone ticket, email ticket

.. _agent_toolbars:

Znuny Agent Toolbars
####################


.. figure:: images/agent_toolbar.png
   :alt: Agent Toolbar
   :align: center

   The Agent Toolbar in Znuny

**Overviews**

These icons take you to different ticket overview screens:

1. **📂 Folder icon** - *Queue View*: Shows tickets grouped by queue.
2. **☰ List icon** - *Status View*: Shows tickets grouped by status (e.g., new, open, pending).
3. **❗ 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:

1. **📞 Phone icon** - Create a *phone ticket*, logging an inbound or outbound phone conversation with the customer.
2. **✉️ 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.

.. seealso:: 

   `Toolbars <https://doc.znuny.org/znuny/agentinterface/toolbars/index.html>`_ in the full documentation for more details on the dashboard features.