diff --git a/app/assets/images/sprite.svg b/app/assets/images/sprite.svg
index e8c46b746..0e58edf92 100644
--- a/app/assets/images/sprite.svg
+++ b/app/assets/images/sprite.svg
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+            <path d="M270.477026,1.55363757 L264.974463,7.10989604 L266.159843,8.30650488 L271.662407,2.75024642 L270.477026,1.55363757 L270.477026,1.55363757 Z M263.68,8.3650568 L263.68,9.5428568 L264.88896,9.5428568 L265.48144,8.9539568 L264.28432,7.8262568 L263.68,8.3650568 L263.68,8.3650568 Z M266.07408,10.5928568 L262.56,10.5928568 L262.56,7.2540068 L267.84,2.2539068 L267.84,1.1428568 L260.8,1.1428568 L260.8,5.6428568 L256,5.6428568 L256,16.1428568 L267.84,16.1428568 L267.84,8.9206568 L266.07408,10.5928568 L266.07408,10.5928568 Z M256,4.4428568 L259.52,4.4428568 L259.52,1.1428568 L256,4.4428568 L256,4.4428568 Z" id="white-note" fill="#FFFFFF" sketch:type="MSShapeGroup"></path>
         </g>
         <g id="mood" sketch:type="MSLayerGroup" transform="translate(0.000000, 157.000000)">
             <path d="M60.1875,5.14680851 C60.1875,4.33085106 60.125,3.57765957 60,2.76170213 C59.75,1.19255319 58.9375,0.376595745 57.3125,0.188297872 C56.75,0.125531915 56.125,0.0627659574 55.5625,0.0627659574 L4.6875,0.0627659574 C3.875,0.0627659574 3.125,0.188297872 2.3125,0.313829787 C1.125,0.50212766 0.4375,1.31808511 0.1875,2.5106383 C0.0625,3.26382979 -2.13162821e-14,3.95425532 -2.13162821e-14,4.70744681 L-2.13162821e-14,38.4755319 L-2.13162821e-14,39.4170213 C0.125,41.9276596 1.0625,42.8691489 3.5625,42.8691489 C6.875,42.9319149 10.375,42.9319149 13.75,42.9319149 C14.4375,42.9319149 15.5625,42.9946809 15.5625,42.9946809 L15.5625,44.0617021 C15.5625,48.2042553 15.625,52.3468085 15.625,56.4893617 C15.625,57.3053191 15.625,58.2468085 16.5625,58.6861702 C17.5,59.062766 18.0625,58.3095745 18.625,57.7446809 C23.8125,52.9744681 28.9375,48.2670213 34.125,43.5595745 C34.625,43.1202128 35.0625,42.9946809 35.6875,42.9946809 L54.6875,42.9946809 C55.5,42.9946809 56.25,42.9319149 57.0625,42.8691489 C58.9375,42.6808511 59.75,41.9904255 60,40.1074468 C60.0625,39.5425532 60.125,38.9148936 60.125,38.35 C60.1875,27.3031915 60.1875,16.256383 60.1875,5.14680851 L60.1875,5.14680851 L60.1875,5.14680851 Z M45.6875,20.587234 C46.3125,24.2904255 44.75,26.487234 42.3125,26.9265957 C39.9375,27.3659574 37.625,25.7968085 37,22.093617 L45.6875,20.587234 L45.6875,20.587234 Z M18.25,26.9893617 C15.875,26.55 14.25,24.3531915 14.875,20.65 L23.5625,22.156383 C22.875,25.8595745 20.625,27.3659574 18.25,26.9893617 L18.25,26.9893617 L18.25,26.9893617 Z M38,34.8978723 C38.4375,35.4 38.4375,36.2159574 37.9375,36.6553191 C37.4375,37.0946809 36.625,37.0946809 36.1875,36.5925532 C34.5625,34.8351064 32.4375,33.893617 30.0625,33.893617 C27.75,33.893617 25.5,34.8978723 23.9375,36.5925532 C23.6875,36.843617 23.375,36.9691489 23,36.9691489 C22.6875,36.9691489 22.375,36.843617 22.125,36.6553191 C21.625,36.2159574 21.5625,35.4 22.0625,34.8978723 C24.125,32.6382979 27,31.3829787 30,31.3829787 C33,31.3829787 35.9375,32.6382979 38,34.8978723 L38,34.8978723 L38,34.8978723 Z" id="super-bad" fill="#F35910" sketch:type="MSShapeGroup"></path>
@@ -175,5 +181,8 @@
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+        <path d="M34.0951807,347.311111 L34.0951807,344.466667 C37.3686747,344.466667 40.0240964,347.044444 40.0240964,350.222222 C40.0240964,353.422222 37.3686747,356 34.0951807,356 C38.9939759,356 42.9542169,352.155556 42.9542169,347.377778 C42.9542169,342.622222 38.9939759,338.777778 34.0951807,338.777778 L34.0951807,336 L29.0361446,338.822222 L24,341.666667 L29.0361446,344.488889 L34.0951807,347.311111 Z" id="reply" fill="#000000" sketch:type="MSShapeGroup"></path>
+        <path d="M58.6084051,344.2388 L58.5990886,344.2 L57.164557,344.2 L57.164557,340.08 C57.164557,339.922 57.3810633,336 53.0956962,336 L51.0033418,336 C46.7127089,336 46.8629873,340 46.8702785,340.2 L46.835443,340.2 L46.835443,344.2 L45.4926582,344.2 C44.7333671,344.2 44,344.8696 44,345.6196 L44,354.5798 L44,354.6154 C44,355.365 44.7331646,356.0002 45.4926582,356.0002 L58.5990886,356.0002 L58.6306835,356.0002 C59.3899747,356 60,355.3652 60,354.6152 L60,354.5796 L60,345.6196 C60,344.8694 59.3678987,344.2388 58.6084051,344.2388 L58.6084051,344.2388 Z M54.3291139,344.2 L49.6708861,344.2 L49.6708861,340.086 C49.6708861,339.4706 50.1689114,338.8 51.0033418,338.8 L53.1088608,338.8 C53.9430886,338.8 54.3291139,339.4524 54.3291139,340.08 L54.3291139,344.2 L54.3291139,344.2 Z" id="lock" fill="#000000" sketch:type="MSShapeGroup"></path>
+        <path d="M3,351 C3.00000025,347.658831 4.05916618,345.96066 6.66411898,343.827098 C6.61537225,343.867024 7.151972,343.429157 7.29335721,343.312088 C9.6234159,341.382774 10.5000001,339.771038 10.5,336 L10.5,336 L13.5,336 L13.5,336 C13.5000001,339.771037 14.3765843,341.382774 16.7066428,343.312088 C16.8480281,343.429157 17.3846279,343.867023 17.3358812,343.827098 C19.9408339,345.96066 20.9999998,347.658831 21,351 L21.0000001,351 L15,351 L19.5,356 L24,351 L21,351 L18,351 C17.9999999,348.710889 17.4108706,347.766332 15.4349741,346.147992 C15.4916405,346.194405 14.9444912,345.747929 14.7933572,345.622789 C13.4178353,344.483842 12.3966281,343.353786 11.6960735,342 L12.3039268,342 L12.3039268,342 C11.6033722,343.353786 10.5821649,344.483842 9.20664279,345.622789 C9.05550884,345.74793 8.50835957,346.194405 8.56502604,346.147993 C6.58912946,347.766332 6.00000015,348.710889 6,351 L3,351 L9,351 L4.5,356 L0,351 L2.99999991,351 Z" id="split" fill="#000000" sketch:type="MSShapeGroup"></path>
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\ No newline at end of file
diff --git a/app/assets/stylesheets/zzz.css.erb b/app/assets/stylesheets/zzz.css.erb
index c11e8f027..80ccd3054 100644
--- a/app/assets/stylesheets/zzz.css.erb
+++ b/app/assets/stylesheets/zzz.css.erb
@@ -964,15 +964,11 @@ ol.tabs li {
     width: 2px;
     background: #85888a;
     -webkit-transform: rotate(45deg);
-       -moz-transform: rotate(45deg);
-        -ms-transform: rotate(45deg);
             transform: rotate(45deg);
   }
 
   .close.icon:after {
     -webkit-transform: rotate(-45deg);
-       -moz-transform: rotate(-45deg);
-        -ms-transform: rotate(-45deg);
             transform: rotate(-45deg);
   }
 
@@ -1106,6 +1102,7 @@ ol.tabs li {
     background-position: -170px -141px;
   }
 
+  .white.phone.channel.icon,
   .white.received-calls.channel.icon {
     background-position: -187px -141px;
   }
@@ -1122,6 +1119,10 @@ ol.tabs li {
     background-position: -238px -141px;
   }
 
+  .white.note.channel.icon {
+    background-position: -255px -141px;
+  }
+
   .mood.icon {
     width: 60px;
     height: 59px;
@@ -1289,6 +1290,24 @@ ol.tabs li {
     background-position: -42px -311px;
   }
 
+  .split.icon {
+    width: 24px;
+    height: 20px;
+    background-position: 0 -336px;
+  }
+
+  .reply.icon {
+    width: 19px;
+    height: 20px;
+    background-position: -24px -336px;
+  }
+
+  .internal.icon {
+    width: 16px;
+    height: 20px;
+    background-position: -44px -336px;
+  }
+
 
 /*
  * removed margin of forms to not break the layout with submit buttons within <form></form> area e. g. for modal dialogs
@@ -1450,13 +1469,6 @@ footer {
   box-shadow: inset 0 1px 1px rgba(0, 0, 0, 0.05);
 }
 
-.internal {
-  background-color: #f2dede;
-  border-color: #eed3d7;
-  border: 1px solid #fbeed5;
-  border-radius: 4px;
-}
-
 .merged, .merge:hover {
   text-decoration: line-through;
 }
@@ -2410,6 +2422,7 @@ footer {
   .article-content-meta {
     margin-left: 55px;
     margin-right: 55px;
+    position: relative;
   }
   .article-content {
     margin-right: 55px;
@@ -2420,6 +2433,24 @@ footer {
       margin-left: 55px;
     }
 
+  .article-content-meta .more,
+  .article-content-meta .close-details,
+  .article-action {
+    margin: 5px 12px;
+    color: hsl(200,87%,45%);
+    font-size: 12px;
+    text-decoration: underline;
+    cursor: pointer;
+    -webkit-user-select: none;
+            user-select: none;
+  }
+
+  .article-content-meta .close-details {
+    position: absolute;
+    right: 5px;
+    bottom: -33px;
+  }
+
   .article-meta {
     background: #2c2d36;
     color: white;
@@ -2446,7 +2477,8 @@ footer {
     }
 
     .article-meta .icon {
-      vertical-align: bottom;
+      vertical-align: top;
+      margin: 1px 3px 0 0;
     }
 
     .article-meta .text-muted {
@@ -2532,7 +2564,8 @@ footer {
       background: white;
       border: 1px solid hsl(240,4%,95%);
       box-shadow: 0 0 1px rgba(0,0,0,.06) inset;
-      transform: rotate(-45deg);
+      -webkit-transform: rotate(-45deg);
+              transform: rotate(-45deg);
     }
 
     .ticket-article-item .text-bubble.internal .bubble-arrow:after {
@@ -2557,10 +2590,21 @@ footer {
     margin-top: 12px;
   }
 
-  .article-actions {
+  .article-action {
     text-align: center;
+    padding: 5px;
   }
 
+    .article-action .icon {
+      margin-right: 10px;
+      vertical-align: bottom;
+      opacity: 0.33;
+    }
+
+    .article-action:hover .icon {
+      opacity: 0.75;
+    }
+
 .ticket-edit {
   margin-top: auto;
   margin-bottom: 37px;