Added missing text; changed structure a bit

Author: ralf401

guides/additional-customization.rst

@@ -7,6 +7,20 @@ be useful.
 It is recommended to follow the basic configuration of Zammad first, as
 described in the :doc:`start-with-zammad` section.
 
+Create Custom Field
+-------------------
+
+Zammad allows you to easily add new fields for different objects like tickets
+users and groups. You want to have a ticket category field where your agents
+can select from pre-defined categories? No problem! You can even set it to
+required to have a proper base for statistics.
+
+Head over to the :doc:`object attributes page </system/objects>` where it is
+explained in detail or watch the video about how to create a mandatory category
+field for tickets.
+
+ADD VIDEO HERE (created).
+
 Set Up Automation
 -----------------
 
@@ -46,19 +60,6 @@ variables.
 
 ADD VIDEO HERE (created).
 
-Adjust and Add Overviews
-------------------------
-
-TODO
-
-An :doc:`overview </manage/overviews>` is basically a list of tickets with
-common attributes. You can edit the built-in overviews and create new ones.
-An overview shows matching tickets based on the defined condition.
-It allows agents to find and track tickets which they have to work on and/or are
-not yet resolved.
-
-ADD VIDEO HERE.
-
 Enable Checklist Feature
 ------------------------
 
@@ -71,9 +72,20 @@ ADD VIDEO HERE (created).
 Add AI Agents
 -------------
 
-TODO.
+:doc:`AI agents </ai/ai-agents>` can work on specific routine tasks and relieve
+your agents so they can concentrate on more important things. To break the
+configuration down:
 
-ADD VIDEO HERE.
+- Prerequisite: add an AI provider
+- Create an AI agent with the type of task you want to delegate
+- Call the AI agent in a trigger or scheduler job
+
+The video shows an example of how to set up an AI agent which rewrites the
+title of a ticket. A use case for this is when your customers often tend to use
+generic titles (like "problem") or you receive tickets from a web form which
+all have the same title.
+
+ADD VIDEO HERE (created).
 
 Next Steps
 ----------
@@ -93,9 +105,9 @@ all features in Zammad.
 
 - In case you want to bill the support provided, use the
   :doc:`time accounting </manage/time-accounting>` feature
-- Add your own custom fields for users or tickets where you can add needed
-  information. You can do so in the :doc:`object attributes </system/objects>`
-  section in Zammad.
+- Add and customize your :doc:`overviews </manage/overviews>` for agents. This
+  is useful for team leaders or in case your needs are not covered by the
+  default overviews.
 - And don't forget to sign up for our
   `cloud services <https://zammad.com/en/pricing>`_ or get in touch with our
   `sales colleagues <https://zammad.com/en/pricing>`_ about a support contract

guides/start-with-zammad.rst

@@ -73,7 +73,7 @@ Create Groups
 A group in Zammad typically represents a department of a company. You can define
 which agent has access to which group and define permissions. A group can
 have a specific email address and department name. Use the default shipped
-**Users** group by renaming it. 
+**Users** group by renaming it.
 At this point, just add your groups and give them a fitting name. Create A
 structure in case you need it by setting parent groups. It is totally fine to
 stay with one group too, of course.

locale/admin-docs.pot

@@ -5947,116 +5947,129 @@ msgid "You can find useful customization options on this page. They mainly refer
 msgstr ""
 
 #: ../guides/additional-customization.rst:11
-msgid "Set Up Automation"
+msgid "Create Custom Field"
 msgstr ""
 
 #: ../guides/additional-customization.rst:13
+msgid "Zammad allows you to easily add new fields for different objects like tickets users and groups. You want to have a ticket category field where your agents can select from pre-defined categories? No problem! You can even set it to required to have a proper base for statistics."
+msgstr ""
+
+#: ../guides/additional-customization.rst:18
+msgid "Head over to the :doc:`object attributes page </system/objects>` where it is explained in detail or watch the video about how to create a mandatory category field for tickets."
+msgstr ""
+
+#: ../guides/additional-customization.rst:22
+#: ../guides/additional-customization.rst:47
+#: ../guides/additional-customization.rst:61
+#: ../guides/additional-customization.rst:70
+#: ../guides/additional-customization.rst:88
+#: ../guides/start-with-zammad.rst:59
+#: ../guides/start-with-zammad.rst:102
+#: ../guides/start-with-zammad.rst:139
+msgid "ADD VIDEO HERE (created)."
+msgstr ""
+
+#: ../guides/additional-customization.rst:25
+msgid "Set Up Automation"
+msgstr ""
+
+#: ../guides/additional-customization.rst:27
 msgid "There are different ways in Zammad how to automate things. Namely :doc:`triggers </manage/trigger>`, :doc:`schedulers </manage/scheduler>` and :doc:`macros </manage/macros>`. In simple terms, the execution of a trigger is action based, the execution of a scheduler job is time based and the execution of a macro is done manually (without a condition)."
 msgstr ""
 
-#: ../guides/additional-customization.rst:19
+#: ../guides/additional-customization.rst:33
 msgid "By default, there is already one active trigger which sends out auto-reply emails to customers after they contacted you in a new support case. You can even define in the channel configuration, to which group specific messages should be dispatched to and what attributes you want to set for those tickets. You can find it in the :doc:`Filter </channels/email/filters>` tab in the email based channels."
 msgstr ""
 
-#: ../guides/additional-customization.rst:26
+#: ../guides/additional-customization.rst:40
 msgid "The following video shows three examples:"
 msgstr ""
 
-#: ../guides/additional-customization.rst:28
+#: ../guides/additional-customization.rst:42
 msgid "An automatic deletion of old tickets and customers via scheduler"
 msgstr ""
 
-#: ../guides/additional-customization.rst:29
+#: ../guides/additional-customization.rst:43
 msgid "An email rule (postmaster filter) for a specific customer"
 msgstr ""
 
-#: ../guides/additional-customization.rst:30
+#: ../guides/additional-customization.rst:44
 msgid "A trigger to increase priority for tickets when a specific organization member is involved."
 msgstr ""
 
-#: ../guides/additional-customization.rst:33
-#: ../guides/additional-customization.rst:47
-#: ../guides/additional-customization.rst:69
-#: ../guides/start-with-zammad.rst:59
-#: ../guides/start-with-zammad.rst:102
-#: ../guides/start-with-zammad.rst:139
-msgid "ADD VIDEO HERE (created)."
-msgstr ""
-
-#: ../guides/additional-customization.rst:36
+#: ../guides/additional-customization.rst:50
 msgid "Add Text Modules"
 msgstr ""
 
-#: ../guides/additional-customization.rst:38
+#: ../guides/additional-customization.rst:52
 msgid ":doc:`Text modules </manage/text-modules>` are a nice time saver for your agents. In case they answer similar questions over and over again and/or you want to unify their answers, add text modules for that. Your agents can then fetch a text by typing :kbd:`:` :kbd:`:` in the editor, followed by the name or content of the text module. You can even use variables to automatically include ticket- or customer specific text like ticket title or customer name. Just type :kbd:`:` :kbd:`:` in the text module content editor to search for available variables."
 msgstr ""
 
-#: ../guides/additional-customization.rst:50
-msgid "Adjust and Add Overviews"
+#: ../guides/additional-customization.rst:64
+msgid "Enable Checklist Feature"
 msgstr ""
 
-#: ../guides/additional-customization.rst:52
-msgid "TODO"
+#: ../guides/additional-customization.rst:66
+msgid "Zammad's :doc:`checklist feature </manage/checklist>` allows you to keep track of certain tasks in a ticket. The feature allows you to create checklist templates and link to other tickets as checklist item too."
 msgstr ""
 
-#: ../guides/additional-customization.rst:54
-msgid "An :doc:`overview </manage/overviews>` is basically a list of tickets with common attributes. You can edit the built-in overviews and create new ones. An overview shows matching tickets based on the defined condition. It allows agents to find and track tickets which they have to work on and/or are not yet resolved."
+#: ../guides/additional-customization.rst:73
+msgid "Add AI Agents"
 msgstr ""
 
-#: ../guides/additional-customization.rst:60
-#: ../guides/additional-customization.rst:76
-msgid "ADD VIDEO HERE."
+#: ../guides/additional-customization.rst:75
+msgid ":doc:`AI agents </ai/ai-agents>` can work on specific routine tasks and relieve your agents so they can concentrate on more important things. To break the configuration down:"
 msgstr ""
 
-#: ../guides/additional-customization.rst:63
-msgid "Enable Checklist Feature"
+#: ../guides/additional-customization.rst:79
+msgid "Prerequisite: add an AI provider"
 msgstr ""
 
-#: ../guides/additional-customization.rst:65
-msgid "Zammad's :doc:`checklist feature </manage/checklist>` allows you to keep track of certain tasks in a ticket. The feature allows you to create checklist templates and link to other tickets as checklist item too."
+#: ../guides/additional-customization.rst:80
+msgid "Create an AI agent with the type of task you want to delegate"
 msgstr ""
 
-#: ../guides/additional-customization.rst:72
-msgid "Add AI Agents"
+#: ../guides/additional-customization.rst:81
+msgid "Call the AI agent in a trigger or scheduler job"
 msgstr ""
 
-#: ../guides/additional-customization.rst:74
-msgid "TODO."
+#: ../guides/additional-customization.rst:83
+msgid "The video shows an example of how to set up an AI agent which rewrites the title of a ticket. A use case for this is when your customers often tend to use generic titles (like \"problem\") or you receive tickets from a web form which all have the same title."
 msgstr ""
 
-#: ../guides/additional-customization.rst:79
+#: ../guides/additional-customization.rst:91
 msgid "Next Steps"
 msgstr ""
 
-#: ../guides/additional-customization.rst:81
+#: ../guides/additional-customization.rst:93
 msgid "Depending on your use case, you might want to adjust more things. Have a look at the left navigation menu where you can find a detailled explanation of all features in Zammad."
 msgstr ""
 
-#: ../guides/additional-customization.rst:85
+#: ../guides/additional-customization.rst:97
 msgid "To provide more ways for your customers to contact you, add additional channels like :doc:`/channels/whatsapp/index` and :doc:`/channels/sms`."
 msgstr ""
 
-#: ../guides/additional-customization.rst:87
+#: ../guides/additional-customization.rst:99
 msgid "Leverage productivity by:"
 msgstr ""
 
-#: ../guides/additional-customization.rst:89
+#: ../guides/additional-customization.rst:101
 msgid "Automate additional things via :doc:`/manage/trigger`, :doc:`/manage/scheduler` and :doc:`/manage/macros`"
 msgstr ""
 
-#: ../guides/additional-customization.rst:91
+#: ../guides/additional-customization.rst:103
 msgid "Use :doc:`AI features </ai/provider>` to relieve your agents so they can focus on more important tasks."
 msgstr ""
 
-#: ../guides/additional-customization.rst:94
+#: ../guides/additional-customization.rst:106
 msgid "In case you want to bill the support provided, use the :doc:`time accounting </manage/time-accounting>` feature"
 msgstr ""
 
-#: ../guides/additional-customization.rst:96
-msgid "Add your own custom fields for users or tickets where you can add needed information. You can do so in the :doc:`object attributes </system/objects>` section in Zammad."
+#: ../guides/additional-customization.rst:108
+msgid "Add and customize your :doc:`overviews </manage/overviews>` for agents. This is useful for team leaders or in case your needs are not covered by the default overviews."
 msgstr ""
 
-#: ../guides/additional-customization.rst:99
+#: ../guides/additional-customization.rst:111
 msgid "And don't forget to sign up for our `cloud services <https://zammad.com/en/pricing>`_ or get in touch with our `sales colleagues <https://zammad.com/en/pricing>`_ about a support contract for self-hosting Zammad."
 msgstr ""