Articles and communication¶

Agents add internal or external articles and can use response templates and attachments.

Overview¶

This page explains how to use Articles and communication and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Select the article type. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Enter recipient and communication details. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Load a response template. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Write the text in the editor. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Add attachments. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Book working time with the article. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Trigger a notification or email delivery. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.