<chapter id="ticket-topics">
<title>Ticket topics</title>

<sect1 id="ticket-topics-answer-ticket-email">
<title>Answer ticket via email</title>
<para>
It's quite simple to answer tickets via email. Goto the QueueView or TicketZoom and click on one of tle listed items under "Compose Answer (email)". A new screen will be opened, the compose screen. The cool thing is, that the compose screen includes the item-standard answer!  
<screenshot>
<screeninfo>compose screen</screeninfo>
<graphic srccredit="ticket compose screen - screenshot" scale="40" fileref="screenshots/ticket-compose.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-answer-ticket-phone">
<title>Answer ticket via phone</title>
<para>
It's quite simple to answer tickets via phone. Just click on "phone call" (near Contact customer (phone)). A new screen will be opened. Write down the phone notes an select new ticket type (open, closed, ...).
<screenshot>
<screeninfo>phone screen</screeninfo>
<graphic srccredit="ticket phone screen" scale="40" fileref="screenshots/ticket-phone.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-zoom">
<title>Zoom ticket</title>
<para>
Zoom ticket is a detailed view of one ticket. The screenshot shows you the ticket data (State, Priority, the Queue of the ticket, the Lock state, Owner and the article tree. Article tree means the whole communication thread.
<screenshot>
<screeninfo>ticket zoom</screeninfo>
<graphic srccredit="ticket zoom - screenshot" scale="40" fileref="screenshots/ticket-zoom.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-history">
<title>History of ticket</title>
<para>
The ticket history shows you all actions on this ticket.
<screenshot>
<screeninfo>ticket history</screeninfo>
<graphic srccredit="ticket history - screenshot" scale="40" fileref="screenshots/ticket-history.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-add-note">
<title>Add note to ticket</title>
<para>
Each agent is able to add notes to tickets. Maybe he/she isn't sure to give a qualified answer. And you can select the type of note (internal, external, ...). the customer gets not notification about a new note.
<screenshot>
<screeninfo>note screen</screeninfo>
<graphic srccredit="ticket note screen" scale="40" fileref="screenshots/ticket-note.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-close">
<title>Close ticket</title>
<para>
Close Tickets. 
<screenshot>
<screeninfo>close screen</screeninfo>
<graphic srccredit="ticket close screen" scale="40" fileref="screenshots/ticket-close.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-forward">
<title>Forward ticket</title>
<para>
Forward tickets if the email wasn't for your OTRS system.
<screenshot>
<screeninfo>forward screen</screeninfo>
<graphic srccredit="ticket forward screen" scale="40" fileref="screenshots/ticket-forward.png"></graphic>
</screenshot>
</para>
</sect1>
<!--
<sect1 id="ticket-topics-bounce">
<title>Bounce ticket</title>
<para>
todo!
<screenshot>
<screeninfo>bounce screen</screeninfo>
<graphic srccredit="ticket bounce screen" scale="40" fileref="screenshots/ticket-bounce.png"></graphic>
</screenshot>
</para>
</sect1>
-->
<sect1 id="ticket-topics-priority">
<title>Ticket priority</title>
<para>
Set the ticket priority if necessary.
<screenshot>
<screeninfo>priority screen</screeninfo>
<graphic srccredit="ticket priority screen" scale="40" fileref="screenshots/ticket-priority.png"></graphic>
</screenshot>
</para>
</sect1>

<sect1 id="ticket-topics-print">
<title>Ticket print view</title>
<para>
The ticket print view.
<screenshot>
<screeninfo>print screen</screeninfo>
<graphic srccredit="ticket print screen" scale="40" fileref="screenshots/ticket-print.png"></graphic>
</screenshot>
</para>
</sect1>

</chapter>
