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

  1. 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.

  2. 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.

  3. Load a response template. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  4. 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.

  5. Add attachments. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

  6. 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.

  7. 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.

Ticket reply form

Insert FAQ text and attachments

Search FAQ beside the editor lets you choose FAQ text, files or both. Before submitting, check the preview and the files actually included; unwanted attachments can be removed. The dialog remains usable on small screens.

See Manage FAQ attachments and insert them into tickets for the complete workflow and visibility checks.

Salutations and signatures in the editor

Automatically inserted salutations and signatures are protected against accidental changes in the ticket editor. Edit the actual message between them. Permanent changes to these elements belong in their administration and queue assignments, not in the protected part of an individual reply.