diff --git a/advanced/keyboard-shortcuts.rst b/advanced/keyboard-shortcuts.rst index ac0cd5d8..af8f195b 100644 --- a/advanced/keyboard-shortcuts.rst +++ b/advanced/keyboard-shortcuts.rst @@ -124,7 +124,7 @@ Text Editing .. hint:: The most important formatting options are also available in the bubble menu. It automatically appears when you select text in the editor. - .. figure:: /images/basics/editor-bubble-menu.png + .. figure:: /images/basics/basics/editor-bubble-menu.png :alt: Screenshot shows editor bubble menu to format text. How diff --git a/advanced/macros.rst b/advanced/macros.rst index c0fa9bfa..865be559 100644 --- a/advanced/macros.rst +++ b/advanced/macros.rst @@ -26,10 +26,8 @@ from the **Update ^** submenu in the Ticket View: .. tip:: 💾 **Macro = Update** - If you've made changes to any other - :ref:`settings on the ticket ` - (including typing up a reply to the customer), - applying a macro will save them, too. + If you've made any changes (including typing up a reply to the customer), + applying a macro will save/send them too. ⚠️ **But beware:** in the event of a conflict, the macro's actions override any manual changes - diff --git a/advanced/tabs.rst b/advanced/tabs.rst index 294d2501..3f9930d4 100644 --- a/advanced/tabs.rst +++ b/advanced/tabs.rst @@ -22,7 +22,7 @@ all unsaved changes are automatically backed up to the server. .. tip:: **🖱️ UI Protip** - * :doc:`Ticket states ` are + * :doc:`Ticket states ` are **color-coded:** .. include:: /snippets/ticket-state-type-circles.rst diff --git a/advanced/ticket-actions.rst b/advanced/ticket-actions.rst index 0c821faa..269eed41 100644 --- a/advanced/ticket-actions.rst +++ b/advanced/ticket-actions.rst @@ -1,9 +1,8 @@ Ticket Actions ============== -In the :doc:`servicing tickets section ` you learned -the base handling of tickets. However, there are additional actions you can -perform: +In the **Basics** section you learned how to handle tickets. However, there +are additional actions you can perform: .. toctree:: :titlesonly: diff --git a/basics/create-tickets.rst b/basics/create-tickets.rst new file mode 100644 index 00000000..85f110c3 --- /dev/null +++ b/basics/create-tickets.rst @@ -0,0 +1,87 @@ +Create Tickets +============== + +When a customer messages you over a channel which is fetched by Zammad, a ticket +is created automatically (except Zammad recognizes it as a follow-up, then it +gets added as an article to an existing ticket). However, there might be cases +where you need to create a ticket manually. Examples: + +- A customer calls you by phone. +- You receive a paper letter from a customer. +- A customer comes to a physical service desk. +- You proactively have to inform a customer by sending out a message. + +In situations like these, you need to create a new ticket manually and click the +``+`` button at the bottom of the navigation bar. This shows a ticket create +screen where you can add all needed information. + +.. figure:: /images/basics/work-with-tickets/create.png + :alt: Screenshot shows the new ticket dialog. + :align: center + +Type +---- + +In the ticket create dialog, you can choose from different article types: + +- Received Call: for issues initiated by a customer over the phone. +- Outbound Call: for issues initiated by an agent over the phone. +- Send Email: for issues initiated by an agent over email. + +When choosing **Send Email**, the customer receives an email with the title as +subject and the text as email content. + +Title +----- + +This is the title of a ticket which is shown in many places in Zammad. +For example this gets displayed in overviews. It is also used as the subject +for email communication. For emails, a ticket identifier is automatically +appended (e.g. ``Ticket#901234 - I need help!``). + +Customer +-------- + +Enter a name or email address of a customer to search for existing accounts. +You can even search for organizations and their members. Select an option from +the autocomplete menu or create a new customer by clicking the +**+ Create new Customer** button. This opens a dialog where you can provide +all relevant information of the customer. A ticket can only have one customer. + +.. figure:: /images/basics/work-with-tickets/search-customer.png + :alt: Screenshot showing customer search while creating a new ticket + :align: center + :scale: 80% + + Ticket creation with customer suggestion based on search. + +After setting a customer in the ticket create dialog, the customer sidebar +automatically opens. You can see additional customer information including a +hint about the currently opened tickets of the customer. + +.. figure:: /images/basics/work-with-tickets/create-ticket-customer-sidebar.png + :alt: Screenshot shows "Customer" sidebar after setting a customer. + :align: center + +Text +---- + +This is the content section where the currently known details of the issue +gets written down. For the "Send Email" type, this is the content/message of +the email. + +.. include:: /snippets/editor-features.rst + +Ticket Attributes +----------------- + +As you may know, there are additional ticket attributes such as group, priority +and owner that you can set. If you haven't read :doc:`ticket-basics` yet, check +it out to learn more. + +----- + +After you provided the relevant information, finally create the ticket with a +click on the **Create** button. Read on +:doc:`how to find tickets ` and +:doc:`how to work with them `. diff --git a/basics/emptiness.include.rst b/basics/emptiness.include.rst index 7ab1da44..60e04899 100644 --- a/basics/emptiness.include.rst +++ b/basics/emptiness.include.rst @@ -1,5 +1,6 @@ .. code-block:: text - Wow... |\__/,| (`\ - such emptiness _.|o o |_ ) ) - ---(((---(((--------- + ___ ___ + Wow... (o o) (o o) + such emptiness ( V ) ( V ) + /--m-m- /--m-m- diff --git a/basics/find-ticket.rst b/basics/find-ticket.rst deleted file mode 100644 index 64164101..00000000 --- a/basics/find-ticket.rst +++ /dev/null @@ -1,13 +0,0 @@ -Finding Tickets -=============== - -If you plan to work on tickets, you'd better know how to find them first. - -Read on to learn how to check for new tickets, and dig up old ones. - -.. toctree:: - :maxdepth: 1 - :titlesonly: - - by Browsing - by Searching diff --git a/basics/find-ticket/browse.rst b/basics/find-ticket/browse.rst deleted file mode 100644 index bc99b049..00000000 --- a/basics/find-ticket/browse.rst +++ /dev/null @@ -1,46 +0,0 @@ -Browse for Tickets -================== - -Looking for a ticket to work on? Check the **overviews** menu. - -.. figure:: /images/basics/find-ticket/browse.jpg - :alt: Sample view of Overviews - :align: center - - Click **Overviews** in the main menu to browse tickets. - -Think of overviews as **inboxes**, each with a different filter for the tickets -it displays. - -There are **six built-in overviews** -(Zammad admin may :admin-docs:`create more ` with -custom-defined filters): - -* **My assigned tickets** (*open/pending* only) -* **Unassigned & Open** -* **My pending reached tickets** (previously marked *pending* and currently due) -* **Open** (system-wide) -* **Pending reached** (system-wide, previously marked *pending* and currently due) -* **Escalated** (system-wide, failing to meet a - :admin-docs:`service-level agreement `) - -.. tip:: **🖱️ UI Protip** - - * Click on column headings to change the display order. - * Click-and-drag column dividers to adjust their width. - * The need for action is color coded and reflects mainly the :doc:`ticket states `: - - .. include:: /snippets/ticket-state-type-circles.rst - If you spot a circle with a blue/pink gradient, it indicates that an - :doc:`AI agent ` is currently working on - the ticket. - - * :doc:`Ticket priorities ` are - **color-coded:** - - .. figure:: /images/basics/service-ticket/settings/priority-colors.png - :alt: Overview showing 3 tickets with different priorities - :align: center - - Zammad's 3 default priorities allow you to see the importance of - your tickets better. diff --git a/basics/find-ticket/search.rst b/basics/find-ticket/search.rst deleted file mode 100644 index adcabbeb..00000000 --- a/basics/find-ticket/search.rst +++ /dev/null @@ -1,35 +0,0 @@ -Search for Tickets -================== - -Looking for an a specific ticket? Use the **search bar**: - -.. figure:: /images/basics/find-ticket/search.png - :align: center - :scale: 80% - - Results appear immediately under the search bar as you type. - -It's not just for tickets! Results cover 💬 **chat logs**, -👨 **customers**, and 🏢 **organizations**, too. - -**🔍 Here are just a few of the places the search engine will look:** - -* 📝 message subject/content -* 👩 recipient names & email addresses -* 📎 text in file attachments (really!) -* 🏷️ user/organization metadata (e.g. notes stored on customer profiles) - -You can find a detailed search document in our -`Advanced Search <../../advanced/search.html>`_ page. - - -.. figure:: /images/basics/find-ticket/search-details.png - :align: center - - For detailed results, - click the **Show Search Details →** link - just above the autocomplete list. - -.. tip:: **🖱️ UI Protip** - - Click on column headings to change the display order. diff --git a/basics/find-tickets.rst b/basics/find-tickets.rst new file mode 100644 index 00000000..393ccd83 --- /dev/null +++ b/basics/find-tickets.rst @@ -0,0 +1,115 @@ +Find Tickets +============ + +There are different ways to find tickets, depending on your use case. + +.. _overviews: + +Via Overviews +------------- + +If you search for new tickets to work on, your first look should be in the +overview section. This section gives you a rough overview. More details are +covered in a separate overview page. + +You can either open it by clicking the **Overviews** button +in the navigation bar or use the keyboard shortcut :kbd:`o`. You can think of +overviews as some kind of ticket lists. +By default, there are some built in overviews. For example, there is +an overview called "Unassigned & Open Tickets" which might be a good starting +point. + +- My Assigned Tickets: open tickets in which you are set as owner. +- Unassigned & Open Tickets: open tickets which don't have an owner set. +- My Pending Reached Tickets: tickets in which you are the owner, have + the *pending reminder* state and the pending reminder time is reached. +- Open Tickets: open tickets. +- Pending Reached Tickets: tickets which have the *pending reminder* state and + the pending reminder time is reached. +- Escalated Tickets: tickets which are escalated or will escalate in the next + 10 minutes. + +Your Zammad admin may have created additional overviews. These are based on +conditions, which are basically rules, to define which ticket appears in which +overview. + +.. figure:: /images/basics/find-ticket/browse.jpg + :alt: Sample view of Overviews + :align: center + + Click **Overviews** in the main menu to browse tickets. + +You can adjust the overviews in some aspects: + +- Click on a column heading to change the sorting. +- Click and drag column dividers to adjust the column's width. +- Adjust the order of the overviews in your + :doc:`user profile `. + +The need for action is color coded and reflects mainly the +ticket states: + +.. include:: /snippets/ticket-state-type-circles.rst + +If you spot a circle with a blue/pink gradient, it indicates that an +:doc:`AI agent ` is currently working on the ticket. + +Ticket priorities are +color-coded as well and help you to distinguish between the different +priorities: + +.. figure:: /images/basics/work-with-tickets/settings/priority-colors.png + :alt: Overview showing 3 tickets with different priorities + :width: 60% + :align: center + +.. _search-tickets: + +Via Search +---------- + +If you are looking for a specific ticket, you can use the search. Either click +on the search bar at the top of the left navigation sidebar or use the keyboard +shortcut :kbd:`s`. + +.. figure:: /images/basics/find-ticket/search.png + :alt: Screenshot shows the Zammad search with search results in the navigation sidebar. + :width: 60% + :align: center + +But the search is not only about tickets. Zammad also searches for users, +organizations and chat logs. It basically searches for all information which is +stored in Zammad and which got indexed by Elasticsearch, like: + +- Message subject and text +- Names and email addresses +- Text in file attachments +- User and organizations details (like notes, names, etc.) +- Knowledge base articles + +After entering a search term, you immediately see a preview of the search +results. These results are separated by type to make sure you won't get lost in +the results. Selecting one of those results will open a new navigation tab +(if not already opened) with the item. + +If you press :kbd:`enter` or click on **Show Search Details**, Zammad displays +a page with the search results: + +.. figure:: /images/basics/find-ticket/search-details.png + :align: center + :alt: Screenshot shows the search details page with activated "Ticket" tab. + +You can narrow down your search by selecting a +specific object type (e.g. "User") in the tab bar below the search bar. To sort +the results based on the column's values, click on a column header. The sorting +is indicated by an arrow. +Click on the column again to change the sorting from ascending to descending +and back. If you still can't find what you are looking for, have a look at the +:doc:`advanced search page ` where you can learn how to search +for specific attributes like creation date or the ticket owner's email address. + +----- + +Now that you know how to find tickets, you may want to +:doc:`create new ` or +:doc:`work with existing ` tickets. \ No newline at end of file diff --git a/basics/service-ticket.rst b/basics/service-ticket.rst deleted file mode 100644 index dd693ea7..00000000 --- a/basics/service-ticket.rst +++ /dev/null @@ -1,14 +0,0 @@ -Servicing Tickets -================= - -This is where you'll spend the vast majority of your time in Zammad. - -Once you get the hang of the tasks below, there's really not much more to it. - -.. toctree:: - :maxdepth: 1 - :titlesonly: - - service-ticket/create - service-ticket/follow-up - service-ticket/settings diff --git a/basics/service-ticket/create.rst b/basics/service-ticket/create.rst deleted file mode 100644 index 7674d4c6..00000000 --- a/basics/service-ticket/create.rst +++ /dev/null @@ -1,66 +0,0 @@ -Creating a Ticket -================= - -Zammad does its best to create tickets automatically -when new customer issues come your way. -But sometimes, -there's just no way for Zammad to know when an issue arrives – -like when a customer calls on the phone. - -In these cases, Zammad needs your help to **create a new ticket**. - -.. figure:: /images/basics/service-ticket/create.png - :alt: New ticket dialog - :align: center - - Click the **➕ button** to create a new ticket. The default ticket type is - **Received Call**. - -An agent can create three types of tickets: - -:Received Call: for issues **initiated by a customer** over the phone. -:Outbound Call: for issues **initiated by an agent** over the phone. -:Send Email: for issues **initiated by an agent** over email. - -Filling Out the Form --------------------- - -Here's a quick run-down of each input field in the New Ticket form: - -Title - The title of the ticket will be used as the **subject line** - for all email correspondences. - -Customer - Enter a name or email address of a customer to search. You can even search - for organizations and their members. Select an option from the autocomplete - menu or create a new customer by clicking the "➕ Create new Customer" - button. A ticket may only have **one** customer. - -.. figure:: /images/basics/service-ticket/search-customer.png - :alt: Screenshot showing customer search while creating a new ticket - :scale: 80% - :align: center - - Ticket creation with customer suggestion based on search. - -.. tip:: **🖱️ UI Protip** - - Once a customer has been selected, - her profile will be accessible from the **ticket pane**. - - .. figure:: /images/basics/service-ticket/create-ticket-pane-customer-view.png - :alt: Ticket pane (Customer view) - :align: center - -Text - 📞 For phone calls, record the details of your conversation. - These notes will not be sent to the customer - (though he may be able to see them if he has a Zammad account). - - 📧 For emails, this is the body of your outgoing message. - - .. include:: /snippets/ui-protip-message-editor-features.rst - -Ticket Settings - .. include:: /snippets/ticket-settings-link-list.rst diff --git a/basics/service-ticket/follow-up.rst b/basics/service-ticket/follow-up.rst deleted file mode 100644 index 92a3ea04..00000000 --- a/basics/service-ticket/follow-up.rst +++ /dev/null @@ -1,166 +0,0 @@ -Following Up -============ - -Generally, “working on existing tickets” means -keeping up with a customer correspondence in the **thread view**. -You can do this by: - -* 📧 responding to an **individual message**, or -* 📝 adding a message/note to the **whole ticket**. - -Read on to learn more, -or skip ahead to find out about :doc:`managing ticket settings ` -(which is the other half of “working on existing tickets”). - -.. figure:: /images/basics/what-is-a-ticket.png - :alt: Ticket summary view - :align: center - - Tickets are threads of messages & notes about a customer service issue. - :doc:`⚙️ Manage ticket settings ` in the - **ticket pane** on the right. - -Any time you open a ticket, a new entry will appear in your -:doc:`tab list` in the main menu. - -Zammad **automatically backs up your unsaved changes** in all open tabs. - -Responding to Individual Messages ---------------------------------- - -Use the **⮪ reply** button under a message to reply to it directly. - -.. figure:: /images/basics/service-ticket/follow-up-reply-button.jpg - :alt: Reply button - :align: center - - An additional **⮪ reply all** option will appear - for email messages with multiple recipients. - -Like with new messages, -your response will appear at the end of the thread. -Under the hood, responses are sent -**via the same channel as the original message** -(*i.e.,* if the message you replied to was originally a tweet, -the customer will receive your response in a Twitter DM). - -You can also **forward messages**, just as you would in any email client -(attachments are included automatically). This way, you can share -correspondences with people who don't have Zammad (like a third-party supplier). - -Do you want to see **detailed information of a message**? Just click on it: - -.. figure:: /images/basics/service-ticket/follow-up-message-details.gif - :alt: Message details view - :align: center - -Adding New Messages/Notes -------------------------- - -Click on the text field at the end of the thread to add a follow-up: - -.. figure:: /images/basics/service-ticket/follow-up-add-note.gif - :align: center - - The default follow-up type is “note”. Click the 📝 to select another type. - -There are three types of follow-ups: - -:📝 Note: - - Jot down a reminder for yourself and other agents - when new information comes in - (hidden from the customer by default). - -:📞 Call: - - Record a summary of a phone call you had with the customer. - -:📧 Email: - - Send an email *to anyone* about the ticket. - The name of the ticket will be used for the subject line - (:ref:`click on the title to rename it `). - -You can **change the visibility of an article** by clicking the 🔒 button: - -.. figure:: /images/basics/service-ticket/follow-up-mark-internal.png - :align: center - - “Internal” messages are outlined with a salmon border, - and **can only be viewed by other agents**. - -What about the **deletion of articles**? In Zammad, you can only delete articles -that you have created yourself and which are not older than 10 minutes. To see -the "delete" button in articles of the type "communication" (emails, calls), -their visibility has to be switched to internal first. - -.. include:: /snippets/ui-protip-message-editor-features.rst - -Using Quotation ---------------- - -In many cases you'll want to quote earlier text of your customer. This is -important because especially on long conversations your opponent will easily -loose track. - -Referencing on earlier written text helps greatly to keep context and track -of things. By default Zammad adds no whole quote body (this can be changed -by your administrator). - -No matter if the whole quotation is active or not, you can always mark the text -you want to reference and press *reply* or *reply all* after. This will cause -Zammad to add the marked text as quote to the editor. You can break up -quotations by using enter. - -.. note:: - - This function is limited to one article per operation. - The article has to be of type *communication* (thus have a *reply* button) - to function. - -.. figure:: /images/basics/service-ticket/mark-to-quote.gif - :align: center - :alt: Screencast showing text being marked and quoted after pressing reply - - Mark, press reply and work with quoted text! - -🔥 Keeping an Eye on Escalations ---------------------------------- - -SLAs are optional and require configuration by your instance administrator. -Administrators can learn more about SLAs -:admin-docs:`in our admin documentation `. If you -can't see escalation timestamps, it is not configured by your admin. - -On the top of every ticket being applicable for SLA escalations, you'll find -two dates next to the ticket number. By hovering the escalation date, Zammad -will display all upcoming escalation times based on the SLA configuration. - -.. figure:: /images/basics/service-ticket/show-escalation-times.png - :alt: Screenshot showing hovering over escalation note and getting - more detailed escalation information - -Simultaneous Processing of a Ticket ------------------------------------ - -.. _caution-im-working-here: - -Every once in a while, two agents may have the same ticket open at the same -time. When this happens, things can get messy fast: -customers may receive conflicting responses on the same issue from both agents; -or, changes made by one agent may be accidentally undone by the other. - -To keep things under control, Zammad will alert you to potential conflicts -by displaying an avatar in the bottom bar (live user section) for every agent -that has that ticket open. - -Be sure to communicate with your colleagues to prevent these problems before -they arise. - -.. figure:: /images/basics/service-ticket/follow-up-conflict-detection.png - :alt: Ticket conflict alert - :align: center - - A ✏️ icon will appear if the agent has made any unsaved changes to the - ticket. diff --git a/basics/service-ticket/settings.rst b/basics/service-ticket/settings.rst deleted file mode 100644 index 46a42f27..00000000 --- a/basics/service-ticket/settings.rst +++ /dev/null @@ -1,73 +0,0 @@ -Ticket Settings -=============== - -Use the **ticket pane** to manage a ticket's settings: - -.. toctree:: - :maxdepth: 1 - :titlesonly: - - settings/group - settings/owner - settings/state - settings/priority - settings/tags - -.. figure:: /images/basics/service-ticket/settings-ticket-pane.png - :alt: Default ticket pane view - :align: center - - Click the **→** button in the corner to hide the ticket pane. Click the 💬 - tab to bring it back. - -The available options depend on your privileges and the configuration of your -system. - -.. _rename-ticket: - -Renaming a Ticket ------------------ - -To rename a ticket, simply click on the title and start typing. - -.. figure:: /images/basics/service-ticket/settings-rename-ticket.png - :align: center - -Highlighting Ticket Text ------------------------- - -Use the highlighter tool in the upper-righthand corner to mark up important -text. (Your highlights are visible to other agents.) - -.. figure:: /images/basics/service-ticket/settings-highlight-text.png - :alt: Ticket highlighter - :align: center - - Highlight by selecting text, then clicking the highlighter. - Click again to undo. - -Further Ticket Actions ----------------------- - -.. _ticket-submenu: - -Additional actions are available via the **submenu**: - -.. figure:: /images/basics/service-ticket/settings-ticket-submenu.png - :alt: Ticket submenu - :scale: 60% - :align: center - - Click the **Ticket ▾** heading to access additional actions. - -History - See a comprehensive list of updates to the ticket, - performed by any user, - since its creation. - -Merge - Migrate all messages/notes to another ticket - (see :doc:`Merging Tickets ` for details). - -Change Customer - Reassign the ticket to another customer. diff --git a/basics/service-ticket/settings/group.rst b/basics/service-ticket/settings/group.rst deleted file mode 100644 index c95f123c..00000000 --- a/basics/service-ticket/settings/group.rst +++ /dev/null @@ -1,51 +0,0 @@ -Group -===== - -**Groups** are a form of access control -that allows you to dictate *which agents are allowed to do what* -to a given ticket. - -What? ------ - -Suppose your organization uses Zammad for both sales and customer support. -You've got ten different agents spread across two teams, -handling dozens of tickets a day. - -Without groups, -all ten agents can see (and respond to) every single ticket that comes in, -regardless of which department it's for. -This isn't problematic *per se,* -but it does lead to a lot of unnecessary clutter -in the :doc:`overviews menu `. -(It can be much worse when, for example, -a customer service rep sees tickets meant for your HR department, -and finds out how much their colleagues in sales are making! 💸💸💸) - -If, instead, each agent were assigned to an appropriate group, -then they'd only ever see the tickets that belong to their own group. - -Managing Groups ---------------- - -So how do I manage which team I'm on? You don't - that's the -:admin-docs:`administrator's job `. - -However, you can *check* which teams you're on -in the Notifications section of -your :doc:`user settings `: - -.. figure:: /images/basics/service-ticket/settings/group-user-list.png - :alt: Profile > Notifications menu - :align: center - :scale: 70% - - This user belongs to only one group (“Users”). - -So Where Do I Come In? ----------------------- - -If you belong to more than one group, -you may re-assign a ticket from one of your groups to another. -In general, though, you won't need to do this unless you're an admin, -or an admin has discussed the procedure with you beforehand. diff --git a/basics/service-ticket/settings/owner.rst b/basics/service-ticket/settings/owner.rst deleted file mode 100644 index 4f175fd2..00000000 --- a/basics/service-ticket/settings/owner.rst +++ /dev/null @@ -1,28 +0,0 @@ -Owner -===== - -A ticket's **owner** is simply -*the agent that is currently responsible for it*. - -Whose Job is it to Assign Tickets? ----------------------------------- - -It depends on your organization's workflow, -but in most cases, -**you will assign tickets to yourself** -when you choose an issue to work on -from the pool of new tickets. - -In principle, any agent may assign a ticket to any other, -as long as both have the required privileges -for the ticket's :doc:`group `. - -Why Would I Want to Re-assign a Ticket to Someone Else? -------------------------------------------------------- - -Sometimes, complicated issues will require a ticket -to be :ref:`passed back and forth between multiple agents ` -before it can be closed. -In such cases, -a colleague may assign a ticket to you (or vice versa) -after it has been partially resolved. diff --git a/basics/service-ticket/settings/priority.rst b/basics/service-ticket/settings/priority.rst deleted file mode 100644 index 39ec88a5..00000000 --- a/basics/service-ticket/settings/priority.rst +++ /dev/null @@ -1,33 +0,0 @@ -Priority -======== - -A ticket’s **priority** is simply a ranking (from 1 to 3) -of *how urgent or important it is*. - -.. figure:: /images/basics/service-ticket/settings/priority-colors.png - :alt: Overview showing 3 tickets with different priorities - :align: center - - Zammad's 3 default priorities allow you to see the importance of - your tickets better. - -But what does it do, and how should I use it? ---------------------------------------------- - -Out of the box, **ticket priority doesn’t actually do anything**. -However, Zammad administrators can set up all sorts of automated hooks -that fire off based on this value, like: - - * :admin-docs:`service-level agreements `, - * :admin-docs:`triggers `, and - * :admin-docs:`scheduled events `. - -Priority can also be used as a ticket filter when creating -:admin-docs:`custom overviews `. - -In other words, **consult your administrator** -for details on how he’d like you to use it. - -.. hint:: - Customers can't set a priority for their own tickets. - For more context, have a look at the `Github-Issue `_. diff --git a/basics/service-ticket/settings/state.rst b/basics/service-ticket/settings/state.rst deleted file mode 100644 index 879922d2..00000000 --- a/basics/service-ticket/settings/state.rst +++ /dev/null @@ -1,50 +0,0 @@ -State -===== - -The **state** of a ticket refers to *its progress toward completion,* -and may be one of the following: - -* new -* open -* closed -* merged - (this Ticket has been merged into another Ticket. Check either the - :doc:`linked tickets ` or the - :ref:`ticket history ` to learn more) -* pending close - (*i.e.,* scheduled to automatically close at a later date) -* pending reminder - (*i.e.,* hidden, but scheduled to reappear at a later date) - -State Colors ------------- - -Zammad states are color-coded. This helps you to understanding the state of -the ticket much faster in general - without having a look into details. - -.. include:: /snippets/ticket-state-type-circles.rst - -.. _new-vs-open: - -What's the Difference Between “New” and “Open”? ------------------------------------------------ - -States do more than just indicate progress: Zammad has a fine-grained time -tracking feature (so-called -“:admin-docs:`service-level agreements `”, -or SLAs) that uses state information to measure how long it takes for customers -to get a response on a new ticket or get their issues resolved entirely. - -On a *new* ticket, -the customer still hasn't received her first response on the issue. - -On an *open* ticket, -the customer has received an initial response, -but the issue still hasn't been resolved. - -.. note:: ⏱️ Tickets in a *pending* state do not accumulate time toward their SLA limits. - - So, for instance, a ticket may be marked *pending reminder* - if it's waiting on feedback from a third-party supplier - who's out of town until next week. - diff --git a/basics/service-ticket/settings/tags.rst b/basics/service-ticket/settings/tags.rst deleted file mode 100644 index a1b154d7..00000000 --- a/basics/service-ticket/settings/tags.rst +++ /dev/null @@ -1,16 +0,0 @@ -Tags -==== - -**Tags** are custom-defined labels that can be applied to tickets -to make it easier to find them in the future. - -.. figure:: /images/basics/service-ticket/settings-tags.png - :alt: Ticket pane (tags) - :align: center - - Click on a tag name to view other tickets with the same tag. - -.. hint:: :doc:`Search for tickets with a given tag ` - with the ``tags:`` search filter. - For instance, find all tickets with the **order** tag - by searching for ``tags: order``. diff --git a/basics/ticket-basics.rst b/basics/ticket-basics.rst new file mode 100644 index 00000000..3498865f --- /dev/null +++ b/basics/ticket-basics.rst @@ -0,0 +1,159 @@ +Ticket Basics +============= + +Introduction +------------ + +In Zammad, **tickets** are used to track customer service requests. +The first time a customer contacts you about something, Zammad creates a new +ticket. Each message sent between you and the customer is added to that ticket +until the issue is resolved, the customer is happy and the ticket is finally +closed. Such a single message in a ticket is called **article**. Basically, you +can think of a **ticket** as a **conversation** between you and a customer about +a single issue. + +.. figure:: /images/basics/basics/what-is-a-ticket.png + :alt: Zammad UI with opened ticket detail view + :align: center + +If you're completely new to a ticket system and handled your customer requests +with an email client so far, you might think that a ticket system is +complicated. But the opposite is true: + +- All emails are now collected in Zammad (and requests from other channels might + be as well). +- You and your colleagues can see who is working on which customer request + ("ticket"). +- The state of each request as well as the history (who did what?) is + transparent. +- There is no duplicate work and nothing gets overlooked. +- You can ask your colleagues directly in the ticket for help in difficult + cases. +- With Zammad's intuitive UI, you can focus on what matters: to resolve customer + issues and answer customer questions. + +This means you can work with Zammad in a similar way as with your email client. +Except that a ticket has additional attributes. Read on to learn more. + +.. _ticket-attributes: + +Ticket Attributes +----------------- + +In addition to articles, tickets have some additional meta information which are +called attributes. Use the **ticket sidebar** to view and change ticket +attributes. + +.. figure:: /images/basics/work-with-tickets/settings-ticket-pane.png + :alt: Screenshot shows ticket sidebar. + :align: center + +To hide the sidebar, click the arrow button → in the top right corner. Click on +one of the tabs to bring it back. The available options depend on your +privileges and the configuration of your system. + +It is even possible to create custom fields for tickets (for groups and users +too). You think such a custom field makes sense? Talk with your Zammad admin, +it can be set up easily +(:admin-docs:`admins can read more here `). + +State +^^^^^ + +The state reflects the current status of a ticket (mainly if a customer +request is resolved or not). Think of it as a representation of progress towards +completion. By default, there are the following states: + +- **New**: State for new tickets on which no one has worked on. When updating a + ticket the first time, it automatically switches to open. +- **Open**: State for tickets which aren't resolved yet and some work needs to be + done. +- **Pending Close**: State for tickets which are basically resolved but you don't + want to close immediately. This state requires you to enter a date and time + at which the ticket automatically switches to closed. +- **Pending Reminder**: State for open tickets which you want to get reminded to a + certain date and time. Requires you to enter a date and time at which you + want to get notified. For example useful if you had a question to a third + party and want to make sure that this issue won't be forgotten. +- **Merged**: State for a ticket which was merged into another ticket. Check the + :doc:`linked tickets ` or the + :ref:`ticket history ` to see the related ticket. + +Zammad's states are color coded. This helps you to understanding the state of +the ticket much faster in general - without having a look into details. + +.. include:: /snippets/ticket-state-type-circles.rst + +Priority +^^^^^^^^ + +A ticket's priority is simply a ranking (from 1 to 3) of how urgent or important +it is. The three default priorities are: + +- 1 low +- 2 normal +- 3 high + +In case these priorities aren't enough, ask your Zammad admin to create +additional ones. Admins can find more information +:admin-docs:`here `. +The default priorities allow you to immediately recognize the importance of your +tickets because they are color coded: + +.. figure:: /images/basics/work-with-tickets/settings/priority-colors.png + :alt: Overview showing 3 tickets with different priorities + :width: 70% + :align: center + +You might wonder what such a ticket priority is for. Out of the box, it doesn't +actually do anything except the highlighting. However, Zammad administrators can +set up all sorts of automation and analytics based on the priority. + +Be aware that customers can't set a priority for their own tickets. Otherwise +some might set their tickets always to high and hope for an immediate +escalation. + +Tags +^^^^ + +Tags are custom labels that can be attached to tickets to make it easier to +find them in the future. You find the tag section under the attribute fields. + +.. figure:: /images/basics/work-with-tickets/settings-tags.png + :alt: Ticket pane (tags) + :width: 70% + :align: center + +To add a tag, click the **Add Tag** button. Depending on your Zammad's +configuration, you can create new tags by simply type and confirm them with +:kbd:`enter` or :kbd:`tab`. In any case, you can choose from already available +tags. Start typing and you see a list with matching suggestions. To remove it, +click the ``X`` button on the right side of the tab. + +Group +^^^^^ + +This ticket attribute is useful for organizations with more than +one team. A common way to use groups is to have one for each department of the +company. Depending on the permissions, you might not see the ticket after +changing the group and saving the changes. In case you can't see the group +field, either there is only one group in your Zammad system or you don't have +the permission to create a ticket in other groups. + +Owner +^^^^^ + +This is the person who is currently responsible for the ticket. In +case you need information from another colleague, you can either change +the owner to this person or mention the person in an article by typing +:kbd:`@` :kbd:`@` and selecting the user. In the latter case, the user gets +notified and is automatically subscribed to receive notifications on ticket +updates. + +To change the owner to a person which has only access to another group's +tickets, you first have to switch the group accordingly. + +----- + +Now that you know the basics, check how to :doc:`create ` or +:doc:`work with ` tickets. \ No newline at end of file diff --git a/basics/what-is-a-ticket.rst b/basics/what-is-a-ticket.rst deleted file mode 100644 index 0ff49fd6..00000000 --- a/basics/what-is-a-ticket.rst +++ /dev/null @@ -1,53 +0,0 @@ -What is a Ticket? -================= - -In Zammad, **tickets** are used to track customer service requests. -The first time a customer emails you (or the company) about something, -Zammad creates a new ticket. -Each message sent between you and the customer is added to that ticket -until the issue is resolved, -the customer is happy, -and the ticket is finally **closed**. - -So in a basic sense, a ticket is -**a thread of messages between you and a customer -about a single issue**. - -.. figure:: /images/basics/what-is-a-ticket.png - :alt: Ticket thread view - :align: center - - A ticket is a thread of messages between a customer and an agent. - -.. hint:: You know you're doing a great job when you - 1) respond to tickets quickly and - 2) get them closed in a timely manner. - - 👀 :doc:`Keep an eye on your dashboard ` - to see how well you're keeping up. - -.. _ticket_settings: - -Ticket Settings ---------------- - -Tickets also have metadata attached to them to make them easier to manage. -For instance, tickets have a customer and (optionally) an agent; -they can be open or closed (or even be scheduled for later); -they can be organized into groups; -and they can even be flagged for high or low priority. - -For the sake of simplicity, -we'll refer to this metadata as the **settings** of a ticket. -All of these settings can be changed at any time. -Each setting is explained in detail :doc:`here `, -but for the time being, let's go over the two most important ones: - -Owner *(optional)* - The **agent currently assigned to** (*i.e.,* responsible for) the ticket. - -State - Is the customer still waiting on an answer (**open**), or has the ticket - been resolved (**closed**)? - -.. include:: /snippets/ticket-settings-link-list.rst diff --git a/basics/work-with-tickets.rst b/basics/work-with-tickets.rst new file mode 100644 index 00000000..67fde1ab --- /dev/null +++ b/basics/work-with-tickets.rst @@ -0,0 +1,259 @@ +Work with Tickets +================= + +You found your way into an existing ticket, congratulations! Now let's have a +look what you can do and how to do it. + +Generally, working on existing tickets means keeping up with a customer +correspondence in a thread/conversation in the ticket detail view. +Any time you open a ticket, a new tab will appear in your +:doc:`navigation bar ` on the left side. To close a tab (in the +sense of remove it from the navigation bar, not setting the ticket state to +closed), just click the ``X`` button in the tab. Zammad automatically saves +your changes in opened ticket tabs, no matter if you already applied the changes +or just edited things and switched to somewhere else. This means it is no +problem to create a new ticket while editing an existing one. Simply switch back +to the other tab. + +For the most changes (except tags or rename title, for example), an explicit +update of the ticket is needed. So make sure to click the **Update** button +on the right side of the footer bar when you are happy with your changes. + +Changing Ticket Attributes +-------------------------- + +As you may know, there are additional ticket attributes such as group, priority +and owner that you can set. If you haven't read :doc:`ticket-basics` yet, check +it out to learn more. + +Create a New Article +-------------------- + +No matter if you create a new article from scratch or respond to a customer +article, you can choose from different article types: + +- **Note**: Write a reminder for yourself and other agents, ask a colleague a + question by mentioning a user or add new information to the ticket. The + default visibility is "internal", which means the customer can't see the note. +- **Call**: Note down a summary of a phone call you had with the customer. +- **Email**: Send an email to anyone about the ticket. The name of the ticket is + used for the subject of the email + (:ref:`click on the title to rename it `). + +To choose another article type, click the note icon and choose a different type: + +.. figure:: /images/basics/basics/article-type-switcher.png + :align: center + :scale: 70% + :alt: Screenshot shows article type switcher. + +Click the lock button 🔒 to change an article's visibility. +Internal visibility appears as a dashed border in a pale red color. + +.. figure:: /images/basics/work-with-tickets/follow-up-mark-internal.png + :alt: Screenshot shows article editor with highlighted lock button to change visibility of article. + :width: 70% + :align: center + +.. include:: /snippets/editor-features.rst + +Every new article appears at the end of the conversation, which means below +the existing articles. To see detailed information of a message, just click on +an article (1). This opens additional meta information (2): + +.. figure:: /images/basics/work-with-tickets/article-details.png + :alt: Screenshot shows article detail view. + :width: 70% + :align: center + +You might wonder how to delete articles. The answer is you can only delete +articles that you have created yourself and which are not older than 10 minutes. +To see the **delete** button in articles of a communication type (emails, calls), +their visibility has to be switched to internal first. + +.. figure:: /images/basics/work-with-tickets/delete-article.png + :alt: Screenshot shows an internal article with highlighted delete button. + :align: center + :width: 50% + +Add an Article from Scratch +^^^^^^^^^^^^^^^^^^^^^^^^^^^ + +Click on the text field at the bottom of the ticket detail view which is labeled +with **Enter Note or select attachment...** to add an article. By default, the +article type "Note" is selected and the visibility is set to "internal". + +.. figure:: /images/basics/work-with-tickets/new-article-box.png + :align: center + :width: 70% + +Respond to an Article +^^^^^^^^^^^^^^^^^^^^^ + +To forward or reply to an article, use one of the response buttons under an +article. The behavior is similar to an email client. + +- **Reply**: Allows you to answer the article. The recipient is automatically + pre-filled. The reply is sent via the same channel as the original message. + This lets you easily send an answer to a customer or third party, if involved. +- **Reply all**: Same as above but uses all recipient addresses from the + original message as recipients for your new article. Only available for email + channels. +- **Forward**: This means you can forward the original message to a third party + or anybody else. The original message and attachments are included in your + new article. + +.. figure:: /images/basics/work-with-tickets/follow-up-reply-button.png + :alt: Screenshots shows response buttons below an article. + :width: 70% + :align: center + +Zammad even allows you to **quote text** from an existing article. This is +especially helpful if an answer refers to different parts of the original +message or the text is pretty long. This feature is limited to communication +type articles like email where the response buttons are available. + +To quote text, simply select the text you want to quote (1) and use the **Reply** +or **Reply all** function (2): + +.. figure:: /images/basics/work-with-tickets/quote-mark-text.png + :align: center + :width: 70% + :alt: Screenshot shows article with marked text and highlighted reply actions. + +This adds the marked text with a timestamp in your article editor where you can +answer it. Example: + +.. figure:: /images/basics/work-with-tickets/quote-reply.png + :align: center + :width: 70% + :alt: Screenshot shows article with marked text and highlighted reply actions. + +You can use the quoting even multiple times to quote different parts of the +text. Just select another part of the text, click on the same response action +as before and it gets added as another quote to your editor. You can split +quotations by using :kbd:`enter` or :kbd:`shift` + :kbd:`enter` in the editor. + + +.. _rename-ticket: + +Rename a Ticket +--------------- + +To rename a ticket, simply click on the title in the header bar and start +typing. This title is used as subject in email communication and shows up in +several places like overviews. + +.. figure:: /images/basics/work-with-tickets/settings-rename-ticket.png + :width: 70% + :align: center + +Copy Ticket Number +------------------ + +If you often need the ticket number (e.g. to paste it in a third party chat +app), use the 🗊 icon next to the ticket title to copy the ticket number to your +clipboard. This includes the complete ticket identifier, including the ticket +hook, e.g. ``Ticket#50071``. In case you scrolled down in the ticket, you can +find the button on the left side of the header bar. + +But wait, there is even a +:doc:`keyboard shortcut ` for that. Simply press +:kbd:`.` and the ticket number is copied to your clipboard. To include the +ticket title as well, press :kbd:`.` twice. Example: +``Ticket#50071: Coffee grinder broken``. + +Simultaneous Ticket Processing +------------------------------ + +.. _caution-im-working-here: + +It can happen that two or more agents open a ticket at the same time. To prevent +edit conflicts and customers receiving contradictory answers, Zammad shows you +who is viewing or editing the ticket currently. You can find this information +in the bottom bar where avatars of all agents are displayed. +Be sure to communicate with your colleagues to prevent these problems before +they arise. + +Depending on the additional icon and if the avatar icon is faded, it means: + +- Avatar: Another agent is viewing the ticket. +- Faded avatar: Another agent opened the ticket but is currently not actively + viewing it. +- Avatar with pencil icon: Another agent is currently actively working on this + ticket. + +.. figure:: /images/basics/work-with-tickets/follow-up-conflict-detection.png + :alt: Ticket conflict alert + :width: 70% + :align: center + +Ticket Actions +-------------- + +.. _ticket-submenu: + +Additional actions are available in the ticket submenu. You can find it in the +ticket sidebar. To open it, click the **Ticket ▾** heading to access additional +actions. + +.. figure:: /images/basics/work-with-tickets/settings-ticket-submenu.png + :alt: Ticket submenu + :width: 40% + :align: center + +History + See a comprehensive list of updates to the ticket, performed by any user, + since its creation. Useful to check who did what and when. + +Merge + Migrate all messages/notes to another ticket. Useful if you have more than + one ticket about a single customer issue. See + :doc:`Merging Tickets ` for details. + +Change Customer + Reassign the ticket to another customer. + +Check Escalations +----------------- +.. Rework and add link after adding SLA to docs: https://github.com/zammad/zammad-user-documentation/issues/480 + +The SLA feature (Service Level Agreement) is optional and must be +:admin-docs:`configured by your Zammad administrator `. +SLAs are to track the time for a first response and/or to solving the issue. +If a ticket is in danger to reach the agreed deadline, it will escalate. + +For tickets which already reached the deadline or will reach it soon, you can +find an addition date next to the ticket number. By hovering the escalation date, +Zammad will display all upcoming or reached escalation times based on the SLA +configuration. If you can't see escalation timestamps, it is not configured by +your admin. + +.. figure:: /images/basics/work-with-tickets/show-escalation-times.png + :alt: Screenshot showing hovering over escalation note and getting more detailed escalation information. + :align: center + :width: 70% + +Highlight Text in a Ticket +-------------------------- + +Use the highlighter tool in the upper right corner to mark up important text. +This feature is not about highlighting text in the editor to send it to +customers. It is just about highlighting important parts for other agents. + +First select the text you want to highlight, then click on the highlighter +button with the pencil. In case you want to use a different color, open the +color menu by clicking on the down arrow in the split button. +To remove the highlighting, click on the button again with the selected text. + +.. figure:: /images/basics/work-with-tickets/settings-highlight-text.png + :alt: Ticket highlighter + :width: 70% + :align: center + +----- + +You now know the basics and how to work with tickets in general. However, there +are many more features in Zammad which can be very useful in your daily +work. Have a look at the **Advanced Topics** and **Extra** sections in the left +navigation menu where you can find more information. diff --git a/basics/zammad-glossary.rst b/basics/zammad-glossary.rst index aa364f48..5da4e9f6 100644 --- a/basics/zammad-glossary.rst +++ b/basics/zammad-glossary.rst @@ -505,7 +505,7 @@ Overview ask your admin to create it. For more information please have a look in - :doc:`/basics/find-ticket/browse`. + :doc:`/basics/find-tickets`. Owner The owner of a ticket is the person responsible for it and ensures that it @@ -514,9 +514,6 @@ Owner In this case, it is recommended to leave a handover note on the ticket so that the new owner knows what is expected of them. - Learn more about ticket owners on this page: - :doc:`/basics/service-ticket/settings` - P - @@ -676,7 +673,7 @@ State There are four types of states, and they are all color-coded. Learn more about states and their color coding on this page: - :doc:`/basics/service-ticket/settings/state` + :ref:`ticket-attributes` The available states can be changed or extended. Your admin can find further information :admin-docs:`here `. @@ -705,7 +702,7 @@ Tags Administrators can learn more about tags :admin-docs:`here `. Agents can learn more about this function on this page: - :doc:`/basics/service-ticket/settings/tags` + :ref:`ticket-attributes` Text module If you find that you send the same answers / text bits over and over again, diff --git a/basics/zammad-ui.rst b/basics/zammad-ui.rst new file mode 100644 index 00000000..286f3f5f --- /dev/null +++ b/basics/zammad-ui.rst @@ -0,0 +1,118 @@ +Zammad UI +========= + +The user interface (UI) of Zammad is designed to provide an intuitive experience +for users. It is built around the concept of simplicity, clarity, and +accessibility and is based on common software design principles which should +make the UI pretty self explanatory. + +There are basic modular components for different features to keep the UI +consistent. These components are described in the sections below. +Depending on the currently opened screen, there are interactive components, such +as tooltips and a contextual help. Use them wherever needed. + +Overview +-------- + +The screenshot below shows the Zammad UI with the ticket detail view opened. +Read on for a description of the different main elements of Zammad. + +.. figure:: /images/basics/basics/main-ui.png + :alt: Screenshot shows the Zammad UI with an opened ticket detail view. + +Navigation sidebar (1) + This is the left sidebar which includes the search, notifications, overviews, + ticket tabs, your avatar and the ticket create button. + +Navigation tab (2) + Each item of the navigation sidebar is called navigation tab. Depending on + the content, it can be a ticket tab (with the ticket detail view) or the + overview tab which opens the list of available overviews. + +Ticket detail view (3) + This is where you handle your customer requests. It is located in the middle + of the screen if a ticket tab is selected in the navigation sidebar. + +Sidebar (4) + This is the right sidebar in the ticket detail view. It contains sidebar tabs + like customers and checklists and displays the currently selected tab. + +Sidebar tabs (5) + On the left side of the sidebar, you can find small icons to switch between + the different tabs. The availability of these tabs depends on your system + configuration, your permissions and the ticket attributes (e.g. if the + customer of the ticket has an assigned organization). + +Navigation Sidebar +------------------ + +The navigation sidebar displays different areas. You might not see all of them +because some depend on the configuration of your Zammad. The navigation sidebar +is always visible. That means if you don't know where you are, you can always +go back to the dashboard, your overviews or an opened ticket, for example. + +.. container:: cfloat-right + + .. figure:: /images/basics/basics/navigation-bar-details.png + :scale: 60% + :align: center + :alt: Screenshot shows Zammad's navigation bar with highlighted areas. + +.. container:: cfloat-left + + Search and notification area (1) + Includes the search where you can search for users, organizations, tickets + and basically every in Zammad available information. Next to the search you + can find the Zammad logo. In case there is a notification, it shows you a + badge with a count about how many notifications you got. + + Navigation (2) + Allows you to swith to different Zammad screens like the dashboard, + overviews, knowledge base or phone screen. + + Content tabs (3) + You can find tabs for your opened tickets, users and organizations. + + Bottom bar (4) + Profile settings and create new ticket button. In case you have additional + permissions, there might be a settings and a reporting button as well. + +.. container:: cfloat-clear + + x + +Sidebar +------- + +The sidebar on the right side displays all ticket relevant information and +includes additional functionality. The most important one is the ticket sidebar. +Switch between the different sidebars by clicking the desired tab on the left +side of the sidebar. The available tabs are depending on the ticket and the +configured features of your Zammad. + +Ticket tab + This tab shows the ticket information like owner, group, priority and state + and lets you edit these values. Additionally, the following actions are + available when you click on the **Ticket** header: + + - History: shows a dialog with the history in the current ticket. This is + where you can find when and what actions was performed and by whom. + - Merge: merge the ticket with another one in case a customer emailed you + multiple times about the same issue. + - Change customer: set another customer for the ticket. + +Customer tab + View customer details including a reference to the customer's other tickets. + You can change the ticket customer here as well by clicking on the + **Customer** header and choose **Change customer**. + +Organization tab + This tab is only shown if the customer is member of an organization. It shows + the organization's details including all members. By clicking the + **Organization** header, you can edit the name, the domain and the note + of the organization. + +----- + +Now that you know the basic UI elements and where to find them, read on +in :doc:`ticket-basics`. diff --git a/extras/chat.rst b/extras/chat.rst index 71e74535..0babadc1 100644 --- a/extras/chat.rst +++ b/extras/chat.rst @@ -44,7 +44,7 @@ Overview be able to initiate a chat. Usage tips - * 🔍 Use the :doc:`search bar ` to pull up old chats from the archive anytime. + * 🔍 Use the :ref:`search bar ` to pull up old chats from the archive anytime. * 📋 Copy & paste **supports 🌄 inline images** as well as plain text. * ⌨️ Live chat supports :admin-docs:`text modules `. * 📝 Chats can be **renamed** or **tagged**, and record technical details about diff --git a/extras/customers.rst b/extras/customers.rst index 6e011d25..ee5a58e0 100644 --- a/extras/customers.rst +++ b/extras/customers.rst @@ -60,10 +60,10 @@ but here are a couple that might confuse you: :VIP: - Like :doc:`ticket priority `, - **VIP status** doesn't actually do anything out-of-the-box, - but an admin *can* set up automated system hooks based on this value, - or use it as a filter for :doc:`custom overviews `. + Like the ticket priority, the **VIP status** doesn't actually do anything + out-of-the-box. But an admin *can* set up automation rules based on + this value or use it as a filter for custom + :ref:`overviews `. **Ask your administrator** about how she'd like you to use this attribute (or just leave it alone). diff --git a/extras/profile-and-settings.rst b/extras/profile-and-settings.rst index ba7c9782..58ab6b05 100644 --- a/extras/profile-and-settings.rst +++ b/extras/profile-and-settings.rst @@ -140,7 +140,7 @@ Clicking on "Profile" in the user menu opens the profile settings. handle your tickets while you're gone. Your substitute will receive all your ticket notifications during your - absence, and have a custom :doc:`overview ` + absence, and have a custom :ref:`overview ` created to help keep track of your tickets. 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b/images/basics/work-with-tickets/settings-tags.png similarity index 100% rename from images/basics/service-ticket/settings-tags.png rename to images/basics/work-with-tickets/settings-tags.png diff --git a/images/basics/service-ticket/settings-ticket-pane.png b/images/basics/work-with-tickets/settings-ticket-pane.png similarity index 100% rename from images/basics/service-ticket/settings-ticket-pane.png rename to images/basics/work-with-tickets/settings-ticket-pane.png diff --git a/images/basics/service-ticket/settings-ticket-submenu.png b/images/basics/work-with-tickets/settings-ticket-submenu.png similarity index 100% rename from images/basics/service-ticket/settings-ticket-submenu.png rename to images/basics/work-with-tickets/settings-ticket-submenu.png diff --git a/images/basics/service-ticket/settings/group-user-list.png b/images/basics/work-with-tickets/settings/group-user-list.png similarity index 100% rename from images/basics/service-ticket/settings/group-user-list.png rename to images/basics/work-with-tickets/settings/group-user-list.png diff --git a/images/basics/service-ticket/settings/priority-colors.png b/images/basics/work-with-tickets/settings/priority-colors.png similarity index 100% rename from images/basics/service-ticket/settings/priority-colors.png rename to images/basics/work-with-tickets/settings/priority-colors.png diff --git a/images/basics/work-with-tickets/show-escalation-times.png b/images/basics/work-with-tickets/show-escalation-times.png new file mode 100644 index 00000000..44212a96 Binary files /dev/null and b/images/basics/work-with-tickets/show-escalation-times.png differ diff --git a/index.rst b/index.rst index 09337e26..7334d8ac 100644 --- a/index.rst +++ b/index.rst @@ -7,18 +7,20 @@ Zammad User Documentation :admin-docs:`administration manuals ` available. .. toctree:: - :maxdepth: 3 + :maxdepth: 1 :titlesonly: :caption: Basics :name: basics /basics/zammad-glossary - /basics/what-is-a-ticket - /basics/find-ticket - /basics/service-ticket + /basics/zammad-ui + /basics/ticket-basics + /basics/find-tickets + /basics/create-tickets + /basics/work-with-tickets .. toctree:: - :maxdepth: 2 + :maxdepth: 1 :titlesonly: :caption: Advanced Topics :name: advanced-topics diff --git a/locale/user-docs.pot b/locale/user-docs.pot index ca521b45..8ecf0b45 100644 --- a/locale/user-docs.pot +++ b/locale/user-docs.pot @@ -8,7 +8,7 @@ msgid "" msgstr "" "Project-Id-Version: Zammad User Documentation pre-release\n" "Report-Msgid-Bugs-To: \n" -"POT-Creation-Date: 2026-01-12 11:01+0100\n" +"POT-Creation-Date: 2026-01-13 09:49+0100\n" "PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n" "Last-Translator: FULL NAME \n" "Language-Team: LANGUAGE \n" @@ -26,6 +26,7 @@ msgstr "" #: ../advanced/keyboard-shortcuts.rst:8 #: ../basics/zammad-glossary.rst:508 +#: ../basics/zammad-ui.rst:15 #: ../extras/chat.rst:11 #: ../extras/customers.rst:7 #: ../extras/secure-email.rst:32 @@ -358,9 +359,9 @@ msgid "The most important formatting options are also available in the bubble me msgstr "" #: ../advanced/keyboard-shortcuts.rst:0 -#: ../snippets/ui-protip-message-editor-features.rst:0 -#: ../snippets/ui-protip-message-editor-features.rst:0 -#: ../snippets/ui-protip-message-editor-features.rst:0 +#: ../snippets/editor-features.rst:0 +#: ../snippets/editor-features.rst:0 +#: ../snippets/editor-features.rst:0 msgid "Screenshot shows editor bubble menu to format text." msgstr "" @@ -569,10 +570,10 @@ msgid "💾 **Macro = Update**" msgstr "" #: ../advanced/macros.rst:29 -msgid "If you've made changes to any other :ref:`settings on the ticket ` (including typing up a reply to the customer), applying a macro will save them, too." +msgid "If you've made any changes (including typing up a reply to the customer), applying a macro will save/send them too." msgstr "" -#: ../advanced/macros.rst:34 +#: ../advanced/macros.rst:32 msgid "⚠️ **But beware:** in the event of a conflict, the macro's actions override any manual changes - including messages to the customer! When in doubt, apply your macro and your manual changes *separately.*" msgstr "" @@ -580,31 +581,31 @@ msgstr "" msgid "Screencast showing above described effect that overwrites articles." msgstr "" -#: ../advanced/macros.rst:44 +#: ../advanced/macros.rst:42 msgid "If the selected macro adds a note to the ticket, any text entered in the message composer will be lost." msgstr "" -#: ../advanced/macros.rst:48 +#: ../advanced/macros.rst:46 msgid "In Bulk" msgstr "" -#: ../advanced/macros.rst:50 +#: ../advanced/macros.rst:48 msgid "To apply a macro to many tickets at the same time:" msgstr "" -#: ../advanced/macros.rst:52 +#: ../advanced/macros.rst:50 msgid "open a ticket overview;" msgstr "" -#: ../advanced/macros.rst:53 +#: ../advanced/macros.rst:51 msgid "select your desired tickets;" msgstr "" -#: ../advanced/macros.rst:54 +#: ../advanced/macros.rst:52 msgid "click-and-drag to open the “Run Macro” drawer; and" msgstr "" -#: ../advanced/macros.rst:55 +#: ../advanced/macros.rst:53 msgid "drop the tickets on your target macro." msgstr "" @@ -612,11 +613,11 @@ msgstr "" msgid "Screencast showing how to run macros via overviews." msgstr "" -#: ../advanced/macros.rst:62 +#: ../advanced/macros.rst:60 msgid "☝️ **There's just one difference...** When running a macro from the ticket view, Zammad may automatically open the next ticket (or close the current one, or just stay on it), depending on how the macro was set up." msgstr "" -#: ../advanced/macros.rst:67 +#: ../advanced/macros.rst:65 msgid "When running it from the overviews page, Zammad will always stay on the overviews page." msgstr "" @@ -838,6 +839,8 @@ msgid "Below you can find the most important attributes sorted by ticket and art msgstr "" #: ../advanced/search.rst:70 +#: ../basics/create-tickets.rst:76 +#: ../basics/ticket-basics.rst:41 msgid "Ticket Attributes" msgstr "" @@ -1196,17 +1199,11 @@ msgid "Omnisearch" msgstr "" #: ../advanced/tabs.rst:23 -#: ../basics/find-ticket/browse.rst:27 -#: ../basics/find-ticket/search.rst:33 -#: ../basics/service-ticket/create.rst:47 -#: ../snippets/ui-protip-message-editor-features.rst:1 -#: ../snippets/ui-protip-message-editor-features.rst:1 -#: ../snippets/ui-protip-message-editor-features.rst:1 msgid "**🖱️ UI Protip**" msgstr "" #: ../advanced/tabs.rst:25 -msgid ":doc:`Ticket states ` are **color-coded:**" +msgid ":doc:`Ticket states ` are **color-coded:**" msgstr "" #: ../snippets/ticket-state-type-circles.rst:4 @@ -1395,11 +1392,12 @@ msgid "Administrators can learn more about customizing text modules :admin-docs: msgstr "" #: ../advanced/ticket-actions.rst:2 +#: ../basics/work-with-tickets.rst:192 msgid "Ticket Actions" msgstr "" #: ../advanced/ticket-actions.rst:4 -msgid "In the :doc:`servicing tickets section ` you learned the base handling of tickets. However, there are additional actions you can perform:" +msgid "In the **Basics** section you learned how to handle tickets. However, there are additional actions you can perform:" msgstr "" #: ../advanced/ticket-actions/link.rst:2 @@ -1690,853 +1688,700 @@ msgstr "" msgid "Accounted times in the ticket view" msgstr "" -#: ../basics/find-ticket.rst:8 -msgid "by Browsing" -msgstr "" - -#: ../basics/find-ticket.rst:8 -msgid "by Searching" -msgstr "" - -#: ../basics/find-ticket.rst:2 -msgid "Finding Tickets" -msgstr "" - -#: ../basics/find-ticket.rst:4 -msgid "If you plan to work on tickets, you'd better know how to find them first." -msgstr "" - -#: ../basics/find-ticket.rst:6 -msgid "Read on to learn how to check for new tickets, and dig up old ones." -msgstr "" - -#: ../basics/find-ticket/browse.rst:2 -msgid "Browse for Tickets" -msgstr "" - -#: ../basics/find-ticket/browse.rst:4 -msgid "Looking for a ticket to work on? Check the **overviews** menu." -msgstr "" - -#: ../basics/find-ticket/browse.rst:10 -msgid "Sample view of Overviews" -msgstr "" - -#: ../basics/find-ticket/browse.rst:10 -msgid "Click **Overviews** in the main menu to browse tickets." -msgstr "" - -#: ../basics/find-ticket/browse.rst:12 -msgid "Think of overviews as **inboxes**, each with a different filter for the tickets it displays." -msgstr "" - -#: ../basics/find-ticket/browse.rst:15 -msgid "There are **six built-in overviews** (Zammad admin may :admin-docs:`create more ` with custom-defined filters):" -msgstr "" - -#: ../basics/find-ticket/browse.rst:19 -msgid "**My assigned tickets** (*open/pending* only)" -msgstr "" - -#: ../basics/find-ticket/browse.rst:20 -msgid "**Unassigned & Open**" -msgstr "" - -#: ../basics/find-ticket/browse.rst:21 -msgid "**My pending reached tickets** (previously marked *pending* and currently due)" -msgstr "" - -#: ../basics/find-ticket/browse.rst:22 -msgid "**Open** (system-wide)" -msgstr "" - -#: ../basics/find-ticket/browse.rst:23 -msgid "**Pending reached** (system-wide, previously marked *pending* and currently due)" -msgstr "" - -#: ../basics/find-ticket/browse.rst:24 -msgid "**Escalated** (system-wide, failing to meet a :admin-docs:`service-level agreement `)" -msgstr "" - -#: ../basics/find-ticket/browse.rst:29 -#: ../basics/find-ticket/search.rst:35 -msgid "Click on column headings to change the display order." -msgstr "" - -#: ../basics/find-ticket/browse.rst:30 -msgid "Click-and-drag column dividers to adjust their width." -msgstr "" - -#: ../basics/find-ticket/browse.rst:31 -msgid "The need for action is color coded and reflects mainly the :doc:`ticket states `:" -msgstr "" - -#: ../basics/find-ticket/browse.rst:34 -msgid "If you spot a circle with a blue/pink gradient, it indicates that an :doc:`AI agent ` is currently working on the ticket." -msgstr "" - -#: ../basics/find-ticket/browse.rst:38 -msgid ":doc:`Ticket priorities ` are **color-coded:**" -msgstr "" - -#: ../basics/find-ticket/browse.rst:0 -#: ../basics/service-ticket/settings/priority.rst:11 -msgid "Overview showing 3 tickets with different priorities" -msgstr "" - -#: ../basics/find-ticket/browse.rst:45 -#: ../basics/service-ticket/settings/priority.rst:11 -msgid "Zammad's 3 default priorities allow you to see the importance of your tickets better." -msgstr "" - -#: ../basics/find-ticket/search.rst:2 -msgid "Search for Tickets" -msgstr "" - -#: ../basics/find-ticket/search.rst:4 -msgid "Looking for an a specific ticket? Use the **search bar**:" -msgstr "" - -#: ../basics/find-ticket/search.rst:10 -msgid "Results appear immediately under the search bar as you type." -msgstr "" - -#: ../basics/find-ticket/search.rst:12 -msgid "It's not just for tickets! Results cover 💬 **chat logs**, 👨 **customers**, and 🏢 **organizations**, too." -msgstr "" - -#: ../basics/find-ticket/search.rst:15 -msgid "**🔍 Here are just a few of the places the search engine will look:**" -msgstr "" - -#: ../basics/find-ticket/search.rst:17 -msgid "📝 message subject/content" -msgstr "" - -#: ../basics/find-ticket/search.rst:18 -msgid "👩 recipient names & email addresses" -msgstr "" - -#: ../basics/find-ticket/search.rst:19 -msgid "📎 text in file attachments (really!)" -msgstr "" - -#: ../basics/find-ticket/search.rst:20 -msgid "🏷️ user/organization metadata (e.g. notes stored on customer profiles)" -msgstr "" - -#: ../basics/find-ticket/search.rst:22 -msgid "You can find a detailed search document in our `Advanced Search <../../advanced/search.html>`_ page." -msgstr "" - -#: ../basics/find-ticket/search.rst:29 -msgid "For detailed results, click the **Show Search Details →** link just above the autocomplete list." -msgstr "" - -#: ../basics/service-ticket.rst:2 -msgid "Servicing Tickets" -msgstr "" - -#: ../basics/service-ticket.rst:4 -msgid "This is where you'll spend the vast majority of your time in Zammad." +#: ../basics/create-tickets.rst:2 +msgid "Create Tickets" msgstr "" -#: ../basics/service-ticket.rst:6 -msgid "Once you get the hang of the tasks below, there's really not much more to it." +#: ../basics/create-tickets.rst:4 +msgid "When a customer messages you over a channel which is fetched by Zammad, a ticket is created automatically (except Zammad recognizes it as a follow-up, then it gets added as an article to an existing ticket). However, there might be cases where you need to create a ticket manually. Examples:" msgstr "" -#: ../basics/service-ticket/create.rst:2 -msgid "Creating a Ticket" +#: ../basics/create-tickets.rst:9 +msgid "A customer calls you by phone." msgstr "" -#: ../basics/service-ticket/create.rst:4 -msgid "Zammad does its best to create tickets automatically when new customer issues come your way. But sometimes, there's just no way for Zammad to know when an issue arrives – like when a customer calls on the phone." +#: ../basics/create-tickets.rst:10 +msgid "You receive a paper letter from a customer." msgstr "" -#: ../basics/service-ticket/create.rst:10 -msgid "In these cases, Zammad needs your help to **create a new ticket**." +#: ../basics/create-tickets.rst:11 +msgid "A customer comes to a physical service desk." msgstr "" -#: ../basics/service-ticket/create.rst:16 -msgid "New ticket dialog" +#: ../basics/create-tickets.rst:12 +msgid "You proactively have to inform a customer by sending out a message." msgstr "" -#: ../basics/service-ticket/create.rst:16 -msgid "Click the **➕ button** to create a new ticket. The default ticket type is **Received Call**." +#: ../basics/create-tickets.rst:14 +msgid "In situations like these, you need to create a new ticket manually and click the ``+`` button at the bottom of the navigation bar. This shows a ticket create screen where you can add all needed information." msgstr "" -#: ../basics/service-ticket/create.rst:19 -msgid "An agent can create three types of tickets:" +#: ../basics/create-tickets.rst:None +msgid "Screenshot shows the new ticket dialog." msgstr "" -#: ../basics/service-ticket/create.rst:0 -msgid "Received Call" +#: ../basics/create-tickets.rst:23 +msgid "Type" msgstr "" -#: ../basics/service-ticket/create.rst:21 -msgid "for issues **initiated by a customer** over the phone." +#: ../basics/create-tickets.rst:25 +msgid "In the ticket create dialog, you can choose from different article types:" msgstr "" -#: ../basics/service-ticket/create.rst:0 -msgid "Outbound Call" +#: ../basics/create-tickets.rst:27 +msgid "Received Call: for issues initiated by a customer over the phone." msgstr "" -#: ../basics/service-ticket/create.rst:22 -msgid "for issues **initiated by an agent** over the phone." +#: ../basics/create-tickets.rst:28 +msgid "Outbound Call: for issues initiated by an agent over the phone." msgstr "" -#: ../basics/service-ticket/create.rst:0 -msgid "Send Email" +#: ../basics/create-tickets.rst:29 +msgid "Send Email: for issues initiated by an agent over email." msgstr "" -#: ../basics/service-ticket/create.rst:23 -msgid "for issues **initiated by an agent** over email." +#: ../basics/create-tickets.rst:31 +msgid "When choosing **Send Email**, the customer receives an email with the title as subject and the text as email content." msgstr "" -#: ../basics/service-ticket/create.rst:26 -msgid "Filling Out the Form" -msgstr "" - -#: ../basics/service-ticket/create.rst:28 -msgid "Here's a quick run-down of each input field in the New Ticket form:" -msgstr "" - -#: ../basics/service-ticket/create.rst:32 -#: ../basics/zammad-glossary.rst:735 +#: ../basics/create-tickets.rst:35 +#: ../basics/zammad-glossary.rst:732 msgid "Title" msgstr "" -#: ../basics/service-ticket/create.rst:31 -msgid "The title of the ticket will be used as the **subject line** for all email correspondences." +#: ../basics/create-tickets.rst:37 +msgid "This is the title of a ticket which is shown in many places in Zammad. For example this gets displayed in overviews. It is also used as the subject for email communication. For emails, a ticket identifier is automatically appended (e.g. ``Ticket#901234 - I need help!``)." msgstr "" -#: ../basics/service-ticket/create.rst:38 +#: ../basics/create-tickets.rst:43 #: ../basics/zammad-glossary.rst:183 msgid "Customer" msgstr "" -#: ../basics/service-ticket/create.rst:35 -msgid "Enter a name or email address of a customer to search. You can even search for organizations and their members. Select an option from the autocomplete menu or create a new customer by clicking the \"➕ Create new Customer\" button. A ticket may only have **one** customer." +#: ../basics/create-tickets.rst:45 +msgid "Enter a name or email address of a customer to search for existing accounts. You can even search for organizations and their members. Select an option from the autocomplete menu or create a new customer by clicking the **+ Create new Customer** button. This opens a dialog where you can provide all relevant information of the customer. A ticket can only have one customer." msgstr "" -#: ../basics/service-ticket/create.rst:45 +#: ../basics/create-tickets.rst:56 msgid "Screenshot showing customer search while creating a new ticket" msgstr "" -#: ../basics/service-ticket/create.rst:45 +#: ../basics/create-tickets.rst:56 msgid "Ticket creation with customer suggestion based on search." msgstr "" -#: ../basics/service-ticket/create.rst:49 -msgid "Once a customer has been selected, her profile will be accessible from the **ticket pane**." +#: ../basics/create-tickets.rst:58 +msgid "After setting a customer in the ticket create dialog, the customer sidebar automatically opens. You can see additional customer information including a hint about the currently opened tickets of the customer." msgstr "" -#: ../basics/service-ticket/create.rst:0 -msgid "Ticket pane (Customer view)" +#: ../basics/create-tickets.rst:None +msgid "Screenshot shows \"Customer\" sidebar after setting a customer." msgstr "" -#: ../basics/service-ticket/create.rst:63 +#: ../basics/create-tickets.rst:67 msgid "Text" msgstr "" -#: ../basics/service-ticket/create.rst:57 -msgid "📞 For phone calls, record the details of your conversation. These notes will not be sent to the customer (though he may be able to see them if he has a Zammad account)." +#: ../basics/create-tickets.rst:69 +msgid "This is the content section where the currently known details of the issue gets written down. For the \"Send Email\" type, this is the content/message of the email." msgstr "" -#: ../basics/service-ticket/create.rst:61 -msgid "📧 For emails, this is the body of your outgoing message." +#: ../snippets/editor-features.rst:1 +#: ../snippets/editor-features.rst:1 +#: ../snippets/editor-features.rst:1 +msgid "The article editor is a rich text editor. This means you can:" msgstr "" -#: ../snippets/ui-protip-message-editor-features.rst:3 -#: ../snippets/ui-protip-message-editor-features.rst:3 -#: ../snippets/ui-protip-message-editor-features.rst:3 -msgid "The message editor supports 📋 copying-and-pasting (or dragging-and-dropping) of **🔤 rich text**, **🌄 images** and **📎 file attachments**." +#: ../snippets/editor-features.rst:3 +#: ../snippets/editor-features.rst:3 +#: ../snippets/editor-features.rst:3 +msgid "Copy and paste (or drag and drop) formatted text, images and file attachments." msgstr "" -#: ../snippets/ui-protip-message-editor-features.rst:6 -#: ../snippets/ui-protip-message-editor-features.rst:6 -#: ../snippets/ui-protip-message-editor-features.rst:6 -msgid "Use the built-in :doc:`keyboard shortcuts ` to apply rich text formatting or select text and use a formatting option from the bubble menu which shows up after selecting text." +#: ../snippets/editor-features.rst:4 +#: ../snippets/editor-features.rst:4 +#: ../snippets/editor-features.rst:4 +msgid "Apply formatting by using the built-in :doc:`keyboard shortcuts ` or by selecting text and choose from the formatting options in the bubble menu. This menu automatically appears when selecting text and looks like this:" msgstr "" -#: ../snippets/ui-protip-message-editor-features.rst:13 -#: ../snippets/ui-protip-message-editor-features.rst:13 -#: ../snippets/ui-protip-message-editor-features.rst:13 -msgid "Use the 🗊 icon next to the ticket title to copy the ticket number to your clipboard (including ticket hook; e.g. ``Ticket#50071``)." +#: ../snippets/editor-features.rst:11 +#: ../snippets/editor-features.rst:11 +#: ../snippets/editor-features.rst:11 +msgid "Use :doc:`text modules ` by typing :kbd:`:` :kbd:`:` which can be a huge time saver." msgstr "" -#: ../basics/service-ticket/create.rst:65 -#: ../basics/service-ticket/settings.rst:2 -#: ../basics/what-is-a-ticket.rst:32 -msgid "Ticket Settings" +#: ../snippets/editor-features.rst:13 +#: ../snippets/editor-features.rst:13 +#: ../snippets/editor-features.rst:13 +msgid ":ref:`Mention colleagues ` by typing :kbd:`@` :kbd:`@` followed by their name to ask a question or notify them." msgstr "" -#: ../snippets/ticket-settings-link-list.rst:1 -#: ../snippets/ticket-settings-link-list.rst:1 -#: ../snippets/ticket-settings-link-list.rst:1 -msgid "**📖 See Also**" +#: ../basics/create-tickets.rst:78 +#: ../basics/work-with-tickets.rst:25 +msgid "As you may know, there are additional ticket attributes such as group, priority and owner that you can set. If you haven't read :doc:`ticket-basics` yet, check it out to learn more." msgstr "" -#: ../snippets/ticket-settings-link-list.rst:3 -#: ../snippets/ticket-settings-link-list.rst:3 -#: ../snippets/ticket-settings-link-list.rst:3 -msgid "For an in-depth discussion of each ticket setting, see the articles below:" +#: ../basics/create-tickets.rst:84 +msgid "After you provided the relevant information, finally create the ticket with a click on the **Create** button. Read on :doc:`how to find tickets ` and :doc:`how to work with them `." msgstr "" -#: ../snippets/ticket-settings-link-list.rst:5 -#: ../snippets/ticket-settings-link-list.rst:5 -#: ../snippets/ticket-settings-link-list.rst:5 -msgid ":doc:`Owner `" +#: ../basics/find-tickets.rst:2 +msgid "Find Tickets" msgstr "" -#: ../snippets/ticket-settings-link-list.rst:6 -#: ../snippets/ticket-settings-link-list.rst:6 -#: ../snippets/ticket-settings-link-list.rst:6 -msgid ":doc:`State `" +#: ../basics/find-tickets.rst:4 +msgid "There are different ways to find tickets, depending on your use case." msgstr "" -#: ../snippets/ticket-settings-link-list.rst:7 -#: ../snippets/ticket-settings-link-list.rst:7 -#: ../snippets/ticket-settings-link-list.rst:7 -msgid ":doc:`Group `" +#: ../basics/find-tickets.rst:9 +msgid "Via Overviews" msgstr "" -#: ../snippets/ticket-settings-link-list.rst:8 -#: ../snippets/ticket-settings-link-list.rst:8 -#: ../snippets/ticket-settings-link-list.rst:8 -msgid ":doc:`Priority `" +#: ../basics/find-tickets.rst:11 +msgid "If you search for new tickets to work on, your first look should be in the overview section. This section gives you a rough overview. More details are covered in a separate overview page." msgstr "" -#: ../snippets/ticket-settings-link-list.rst:9 -#: ../snippets/ticket-settings-link-list.rst:9 -#: ../snippets/ticket-settings-link-list.rst:9 -msgid ":doc:`Tags `" +#: ../basics/find-tickets.rst:15 +msgid "You can either open it by clicking the **Overviews** button in the navigation bar or use the keyboard shortcut :kbd:`o`. You can think of overviews as some kind of ticket lists. By default, there are some built in overviews. For example, there is an overview called \"Unassigned & Open Tickets\" which might be a good starting point." msgstr "" -#: ../basics/service-ticket/follow-up.rst:2 -msgid "Following Up" +#: ../basics/find-tickets.rst:22 +msgid "My Assigned Tickets: open tickets in which you are set as owner." msgstr "" -#: ../basics/service-ticket/follow-up.rst:4 -msgid "Generally, “working on existing tickets” means keeping up with a customer correspondence in the **thread view**. You can do this by:" +#: ../basics/find-tickets.rst:23 +msgid "Unassigned & Open Tickets: open tickets which don't have an owner set." msgstr "" -#: ../basics/service-ticket/follow-up.rst:8 -msgid "📧 responding to an **individual message**, or" +#: ../basics/find-tickets.rst:24 +msgid "My Pending Reached Tickets: tickets in which you are the owner, have the *pending reminder* state and the pending reminder time is reached." msgstr "" -#: ../basics/service-ticket/follow-up.rst:9 -msgid "📝 adding a message/note to the **whole ticket**." +#: ../basics/find-tickets.rst:26 +msgid "Open Tickets: open tickets." msgstr "" -#: ../basics/service-ticket/follow-up.rst:11 -msgid "Read on to learn more, or skip ahead to find out about :doc:`managing ticket settings ` (which is the other half of “working on existing tickets”)." +#: ../basics/find-tickets.rst:27 +msgid "Pending Reached Tickets: tickets which have the *pending reminder* state and the pending reminder time is reached." msgstr "" -#: ../basics/service-ticket/follow-up.rst:19 -msgid "Ticket summary view" +#: ../basics/find-tickets.rst:29 +msgid "Escalated Tickets: tickets which are escalated or will escalate in the next 10 minutes." msgstr "" -#: ../basics/service-ticket/follow-up.rst:19 -msgid "Tickets are threads of messages & notes about a customer service issue. :doc:`⚙️ Manage ticket settings ` in the **ticket pane** on the right." +#: ../basics/find-tickets.rst:32 +msgid "Your Zammad admin may have created additional overviews. These are based on conditions, which are basically rules, to define which ticket appears in which overview." msgstr "" -#: ../basics/service-ticket/follow-up.rst:23 -msgid "Any time you open a ticket, a new entry will appear in your :doc:`tab list` in the main menu." +#: ../basics/find-tickets.rst:40 +msgid "Sample view of Overviews" msgstr "" -#: ../basics/service-ticket/follow-up.rst:26 -msgid "Zammad **automatically backs up your unsaved changes** in all open tabs." +#: ../basics/find-tickets.rst:40 +msgid "Click **Overviews** in the main menu to browse tickets." msgstr "" -#: ../basics/service-ticket/follow-up.rst:29 -msgid "Responding to Individual Messages" +#: ../basics/find-tickets.rst:42 +msgid "You can adjust the overviews in some aspects:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:31 -msgid "Use the **⮪ reply** button under a message to reply to it directly." +#: ../basics/find-tickets.rst:44 +msgid "Click on a column heading to change the sorting." msgstr "" -#: ../basics/service-ticket/follow-up.rst:37 -msgid "Reply button" +#: ../basics/find-tickets.rst:45 +msgid "Click and drag column dividers to adjust the column's width." msgstr "" -#: ../basics/service-ticket/follow-up.rst:37 -msgid "An additional **⮪ reply all** option will appear for email messages with multiple recipients." +#: ../basics/find-tickets.rst:46 +msgid "Adjust the order of the overviews in your :doc:`user profile `." msgstr "" -#: ../basics/service-ticket/follow-up.rst:40 -msgid "Like with new messages, your response will appear at the end of the thread. Under the hood, responses are sent **via the same channel as the original message** (*i.e.,* if the message you replied to was originally a tweet, the customer will receive your response in a Twitter DM)." +#: ../basics/find-tickets.rst:49 +msgid "The need for action is color coded and reflects mainly the ticket states:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:47 -msgid "You can also **forward messages**, just as you would in any email client (attachments are included automatically). This way, you can share correspondences with people who don't have Zammad (like a third-party supplier)." +#: ../basics/find-tickets.rst:54 +msgid "If you spot a circle with a blue/pink gradient, it indicates that an :doc:`AI agent ` is currently working on the ticket." msgstr "" -#: ../basics/service-ticket/follow-up.rst:51 -msgid "Do you want to see **detailed information of a message**? Just click on it:" +#: ../basics/find-tickets.rst:57 +msgid "Ticket priorities are color-coded as well and help you to distinguish between the different priorities:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:None -msgid "Message details view" +#: ../basics/find-tickets.rst:None +#: ../basics/ticket-basics.rst:None +msgid "Overview showing 3 tickets with different priorities" msgstr "" -#: ../basics/service-ticket/follow-up.rst:58 -msgid "Adding New Messages/Notes" +#: ../basics/find-tickets.rst:69 +msgid "Via Search" msgstr "" -#: ../basics/service-ticket/follow-up.rst:60 -msgid "Click on the text field at the end of the thread to add a follow-up:" +#: ../basics/find-tickets.rst:71 +msgid "If you are looking for a specific ticket, you can use the search. Either click on the search bar at the top of the left navigation sidebar or use the keyboard shortcut :kbd:`s`." msgstr "" -#: ../basics/service-ticket/follow-up.rst:65 -msgid "The default follow-up type is “note”. Click the 📝 to select another type." +#: ../basics/find-tickets.rst:None +msgid "Screenshot shows the Zammad search with search results in the navigation sidebar." msgstr "" -#: ../basics/service-ticket/follow-up.rst:67 -msgid "There are three types of follow-ups:" +#: ../basics/find-tickets.rst:80 +msgid "But the search is not only about tickets. Zammad also searches for users, organizations and chat logs. It basically searches for all information which is stored in Zammad and which got indexed by Elasticsearch, like:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:0 -msgid "📝 Note" +#: ../basics/find-tickets.rst:84 +msgid "Message subject and text" msgstr "" -#: ../basics/service-ticket/follow-up.rst:71 -msgid "Jot down a reminder for yourself and other agents when new information comes in (hidden from the customer by default)." +#: ../basics/find-tickets.rst:85 +msgid "Names and email addresses" msgstr "" -#: ../basics/service-ticket/follow-up.rst:0 -msgid "📞 Call" +#: ../basics/find-tickets.rst:86 +msgid "Text in file attachments" msgstr "" -#: ../basics/service-ticket/follow-up.rst:77 -msgid "Record a summary of a phone call you had with the customer." +#: ../basics/find-tickets.rst:87 +msgid "User and organizations details (like notes, names, etc.)" msgstr "" -#: ../basics/service-ticket/follow-up.rst:0 -msgid "📧 Email" +#: ../basics/find-tickets.rst:88 +msgid "Knowledge base articles" msgstr "" -#: ../basics/service-ticket/follow-up.rst:81 -msgid "Send an email *to anyone* about the ticket. The name of the ticket will be used for the subject line (:ref:`click on the title to rename it `)." +#: ../basics/find-tickets.rst:90 +msgid "After entering a search term, you immediately see a preview of the search results. These results are separated by type to make sure you won't get lost in the results. Selecting one of those results will open a new navigation tab (if not already opened) with the item." msgstr "" -#: ../basics/service-ticket/follow-up.rst:85 -msgid "You can **change the visibility of an article** by clicking the 🔒 button:" +#: ../basics/find-tickets.rst:95 +msgid "If you press :kbd:`enter` or click on **Show Search Details**, Zammad displays a page with the search results:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:90 -msgid "“Internal” messages are outlined with a salmon border, and **can only be viewed by other agents**." +#: ../basics/find-tickets.rst:None +msgid "Screenshot shows the search details page with activated \"Ticket\" tab." msgstr "" -#: ../basics/service-ticket/follow-up.rst:93 -msgid "What about the **deletion of articles**? In Zammad, you can only delete articles that you have created yourself and which are not older than 10 minutes. To see the \"delete\" button in articles of the type \"communication\" (emails, calls), their visibility has to be switched to internal first." +#: ../basics/find-tickets.rst:102 +msgid "You can narrow down your search by selecting a specific object type (e.g. \"User\") in the tab bar below the search bar. To sort the results based on the column's values, click on a column header. The sorting is indicated by an arrow. Click on the column again to change the sorting from ascending to descending and back. If you still can't find what you are looking for, have a look at the :doc:`advanced search page ` where you can learn how to search for specific attributes like creation date or the ticket owner's email address." msgstr "" -#: ../basics/service-ticket/follow-up.rst:101 -msgid "Using Quotation" +#: ../basics/find-tickets.rst:113 +msgid "Now that you know how to find tickets, you may want to :doc:`create new ` or :doc:`work with existing ` tickets." msgstr "" -#: ../basics/service-ticket/follow-up.rst:103 -msgid "In many cases you'll want to quote earlier text of your customer. This is important because especially on long conversations your opponent will easily loose track." +#: ../basics/ticket-basics.rst:2 +msgid "Ticket Basics" msgstr "" -#: ../basics/service-ticket/follow-up.rst:107 -msgid "Referencing on earlier written text helps greatly to keep context and track of things. By default Zammad adds no whole quote body (this can be changed by your administrator)." +#: ../basics/ticket-basics.rst:5 +#: ../extras/ai-features.rst:5 +msgid "Introduction" msgstr "" -#: ../basics/service-ticket/follow-up.rst:111 -msgid "No matter if the whole quotation is active or not, you can always mark the text you want to reference and press *reply* or *reply all* after. This will cause Zammad to add the marked text as quote to the editor. You can break up quotations by using enter." +#: ../basics/ticket-basics.rst:7 +msgid "In Zammad, **tickets** are used to track customer service requests. The first time a customer contacts you about something, Zammad creates a new ticket. Each message sent between you and the customer is added to that ticket until the issue is resolved, the customer is happy and the ticket is finally closed. Such a single message in a ticket is called **article**. Basically, you can think of a **ticket** as a **conversation** between you and a customer about a single issue." msgstr "" -#: ../basics/service-ticket/follow-up.rst:118 -msgid "This function is limited to one article per operation. The article has to be of type *communication* (thus have a *reply* button) to function." +#: ../basics/ticket-basics.rst:None +msgid "Zammad UI with opened ticket detail view" msgstr "" -#: ../basics/service-ticket/follow-up.rst:126 -msgid "Screencast showing text being marked and quoted after pressing reply" +#: ../basics/ticket-basics.rst:19 +msgid "If you're completely new to a ticket system and handled your customer requests with an email client so far, you might think that a ticket system is complicated. But the opposite is true:" msgstr "" -#: ../basics/service-ticket/follow-up.rst:126 -msgid "Mark, press reply and work with quoted text!" +#: ../basics/ticket-basics.rst:23 +msgid "All emails are now collected in Zammad (and requests from other channels might be as well)." msgstr "" -#: ../basics/service-ticket/follow-up.rst:129 -msgid "🔥 Keeping an Eye on Escalations" +#: ../basics/ticket-basics.rst:25 +msgid "You and your colleagues can see who is working on which customer request (\"ticket\")." msgstr "" -#: ../basics/service-ticket/follow-up.rst:131 -msgid "SLAs are optional and require configuration by your instance administrator. Administrators can learn more about SLAs :admin-docs:`in our admin documentation `. If you can't see escalation timestamps, it is not configured by your admin." +#: ../basics/ticket-basics.rst:27 +msgid "The state of each request as well as the history (who did what?) is transparent." msgstr "" -#: ../basics/service-ticket/follow-up.rst:136 -msgid "On the top of every ticket being applicable for SLA escalations, you'll find two dates next to the ticket number. By hovering the escalation date, Zammad will display all upcoming escalation times based on the SLA configuration." +#: ../basics/ticket-basics.rst:29 +msgid "There is no duplicate work and nothing gets overlooked." msgstr "" -#: ../basics/service-ticket/follow-up.rst:None -msgid "Screenshot showing hovering over escalation note and getting\n" -"more detailed escalation information" +#: ../basics/ticket-basics.rst:30 +msgid "You can ask your colleagues directly in the ticket for help in difficult cases." msgstr "" -#: ../basics/service-ticket/follow-up.rst:145 -msgid "Simultaneous Processing of a Ticket" +#: ../basics/ticket-basics.rst:32 +msgid "With Zammad's intuitive UI, you can focus on what matters: to resolve customer issues and answer customer questions." msgstr "" -#: ../basics/service-ticket/follow-up.rst:149 -msgid "Every once in a while, two agents may have the same ticket open at the same time. When this happens, things can get messy fast: customers may receive conflicting responses on the same issue from both agents; or, changes made by one agent may be accidentally undone by the other." +#: ../basics/ticket-basics.rst:35 +msgid "This means you can work with Zammad in a similar way as with your email client. Except that a ticket has additional attributes. Read on to learn more." msgstr "" -#: ../basics/service-ticket/follow-up.rst:154 -msgid "To keep things under control, Zammad will alert you to potential conflicts by displaying an avatar in the bottom bar (live user section) for every agent that has that ticket open." +#: ../basics/ticket-basics.rst:43 +msgid "In addition to articles, tickets have some additional meta information which are called attributes. Use the **ticket sidebar** to view and change ticket attributes." msgstr "" -#: ../basics/service-ticket/follow-up.rst:158 -msgid "Be sure to communicate with your colleagues to prevent these problems before they arise." +#: ../basics/ticket-basics.rst:None +msgid "Screenshot shows ticket sidebar." msgstr "" -#: ../basics/service-ticket/follow-up.rst:165 -msgid "Ticket conflict alert" +#: ../basics/ticket-basics.rst:51 +msgid "To hide the sidebar, click the arrow button → in the top right corner. Click on one of the tabs to bring it back. The available options depend on your privileges and the configuration of your system." msgstr "" -#: ../basics/service-ticket/follow-up.rst:165 -msgid "A ✏️ icon will appear if the agent has made any unsaved changes to the ticket." +#: ../basics/ticket-basics.rst:55 +msgid "It is even possible to create custom fields for tickets (for groups and users too). You think such a custom field makes sense? Talk with your Zammad admin, it can be set up easily (:admin-docs:`admins can read more here `)." msgstr "" -#: ../basics/service-ticket/settings.rst:4 -msgid "Use the **ticket pane** to manage a ticket's settings:" +#: ../basics/ticket-basics.rst:61 +#: ../basics/zammad-glossary.rst:679 +msgid "State" msgstr "" -#: ../basics/service-ticket/settings.rst:20 -msgid "Default ticket pane view" +#: ../basics/ticket-basics.rst:63 +msgid "The state reflects the current status of a ticket (mainly if a customer request is resolved or not). Think of it as a representation of progress towards completion. By default, there are the following states:" msgstr "" -#: ../basics/service-ticket/settings.rst:20 -msgid "Click the **→** button in the corner to hide the ticket pane. Click the 💬 tab to bring it back." +#: ../basics/ticket-basics.rst:67 +msgid "**New**: State for new tickets on which no one has worked on. When updating a ticket the first time, it automatically switches to open." msgstr "" -#: ../basics/service-ticket/settings.rst:23 -msgid "The available options depend on your privileges and the configuration of your system." +#: ../basics/ticket-basics.rst:69 +msgid "**Open**: State for tickets which aren't resolved yet and some work needs to be done." msgstr "" -#: ../basics/service-ticket/settings.rst:29 -msgid "Renaming a Ticket" +#: ../basics/ticket-basics.rst:71 +msgid "**Pending Close**: State for tickets which are basically resolved but you don't want to close immediately. This state requires you to enter a date and time at which the ticket automatically switches to closed." msgstr "" -#: ../basics/service-ticket/settings.rst:31 -msgid "To rename a ticket, simply click on the title and start typing." +#: ../basics/ticket-basics.rst:74 +msgid "**Pending Reminder**: State for open tickets which you want to get reminded to a certain date and time. Requires you to enter a date and time at which you want to get notified. For example useful if you had a question to a third party and want to make sure that this issue won't be forgotten." msgstr "" -#: ../basics/service-ticket/settings.rst:37 -msgid "Highlighting Ticket Text" +#: ../basics/ticket-basics.rst:78 +msgid "**Merged**: State for a ticket which was merged into another ticket. Check the :doc:`linked tickets ` or the :ref:`ticket history ` to see the related ticket." msgstr "" -#: ../basics/service-ticket/settings.rst:39 -msgid "Use the highlighter tool in the upper-righthand corner to mark up important text. (Your highlights are visible to other agents.)" +#: ../basics/ticket-basics.rst:82 +msgid "Zammad's states are color coded. This helps you to understanding the state of the ticket much faster in general - without having a look into details." msgstr "" -#: ../basics/service-ticket/settings.rst:46 -msgid "Ticket highlighter" +#: ../basics/ticket-basics.rst:88 +#: ../basics/zammad-glossary.rst:551 +msgid "Priority" msgstr "" -#: ../basics/service-ticket/settings.rst:46 -msgid "Highlight by selecting text, then clicking the highlighter. Click again to undo." +#: ../basics/ticket-basics.rst:90 +msgid "A ticket's priority is simply a ranking (from 1 to 3) of how urgent or important it is. The three default priorities are:" msgstr "" -#: ../basics/service-ticket/settings.rst:50 -msgid "Further Ticket Actions" +#: ../basics/ticket-basics.rst:93 +msgid "1 low" msgstr "" -#: ../basics/service-ticket/settings.rst:54 -msgid "Additional actions are available via the **submenu**:" +#: ../basics/ticket-basics.rst:94 +msgid "2 normal" msgstr "" -#: ../basics/service-ticket/settings.rst:61 -msgid "Ticket submenu" +#: ../basics/ticket-basics.rst:95 +msgid "3 high" msgstr "" -#: ../basics/service-ticket/settings.rst:61 -msgid "Click the **Ticket ▾** heading to access additional actions." +#: ../basics/ticket-basics.rst:97 +msgid "In case these priorities aren't enough, ask your Zammad admin to create additional ones. Admins can find more information :admin-docs:`here `. The default priorities allow you to immediately recognize the importance of your tickets because they are color coded:" msgstr "" -#: ../basics/service-ticket/settings.rst:66 -msgid "History" +#: ../basics/ticket-basics.rst:108 +msgid "You might wonder what such a ticket priority is for. Out of the box, it doesn't actually do anything except the highlighting. However, Zammad administrators can set up all sorts of automation and analytics based on the priority." msgstr "" -#: ../basics/service-ticket/settings.rst:64 -msgid "See a comprehensive list of updates to the ticket, performed by any user, since its creation." +#: ../basics/ticket-basics.rst:112 +msgid "Be aware that customers can't set a priority for their own tickets. Otherwise some might set their tickets always to high and hope for an immediate escalation." msgstr "" -#: ../basics/service-ticket/settings.rst:70 -msgid "Merge" +#: ../basics/ticket-basics.rst:117 +#: ../basics/zammad-glossary.rst:705 +msgid "Tags" msgstr "" -#: ../basics/service-ticket/settings.rst:69 -msgid "Migrate all messages/notes to another ticket (see :doc:`Merging Tickets ` for details)." +#: ../basics/ticket-basics.rst:119 +msgid "Tags are custom labels that can be attached to tickets to make it easier to find them in the future. You find the tag section under the attribute fields." msgstr "" -#: ../basics/service-ticket/settings.rst:72 -msgid "Change Customer" +#: ../basics/ticket-basics.rst:None +msgid "Ticket pane (tags)" msgstr "" -#: ../basics/service-ticket/settings.rst:73 -msgid "Reassign the ticket to another customer." +#: ../basics/ticket-basics.rst:127 +msgid "To add a tag, click the **Add Tag** button. Depending on your Zammad's configuration, you can create new tags by simply type and confirm them with :kbd:`enter` or :kbd:`tab`. In any case, you can choose from already available tags. Start typing and you see a list with matching suggestions. To remove it, click the ``X`` button on the right side of the tab." msgstr "" -#: ../basics/service-ticket/settings/group.rst:2 +#: ../basics/ticket-basics.rst:134 msgid "Group" msgstr "" -#: ../basics/service-ticket/settings/group.rst:4 -msgid "**Groups** are a form of access control that allows you to dictate *which agents are allowed to do what* to a given ticket." +#: ../basics/ticket-basics.rst:136 +msgid "This ticket attribute is useful for organizations with more than one team. A common way to use groups is to have one for each department of the company. Depending on the permissions, you might not see the ticket after changing the group and saving the changes. In case you can't see the group field, either there is only one group in your Zammad system or you don't have the permission to create a ticket in other groups." msgstr "" -#: ../basics/service-ticket/settings/group.rst:9 -msgid "What?" +#: ../basics/ticket-basics.rst:144 +#: ../basics/zammad-glossary.rst:515 +msgid "Owner" msgstr "" -#: ../basics/service-ticket/settings/group.rst:11 -msgid "Suppose your organization uses Zammad for both sales and customer support. You've got ten different agents spread across two teams, handling dozens of tickets a day." +#: ../basics/ticket-basics.rst:146 +msgid "This is the person who is currently responsible for the ticket. In case you need information from another colleague, you can either change the owner to this person or mention the person in an article by typing :kbd:`@` :kbd:`@` and selecting the user. In the latter case, the user gets notified and is automatically subscribed to receive notifications on ticket updates." msgstr "" -#: ../basics/service-ticket/settings/group.rst:15 -msgid "Without groups, all ten agents can see (and respond to) every single ticket that comes in, regardless of which department it's for. This isn't problematic *per se,* but it does lead to a lot of unnecessary clutter in the :doc:`overviews menu `. (It can be much worse when, for example, a customer service rep sees tickets meant for your HR department, and finds out how much their colleagues in sales are making! 💸💸💸)" +#: ../basics/ticket-basics.rst:153 +msgid "To change the owner to a person which has only access to another group's tickets, you first have to switch the group accordingly." msgstr "" -#: ../basics/service-ticket/settings/group.rst:25 -msgid "If, instead, each agent were assigned to an appropriate group, then they'd only ever see the tickets that belong to their own group." +#: ../basics/ticket-basics.rst:158 +msgid "Now that you know the basics, check how to :doc:`create ` or :doc:`work with ` tickets." msgstr "" -#: ../basics/service-ticket/settings/group.rst:29 -msgid "Managing Groups" +#: ../basics/work-with-tickets.rst:2 +msgid "Work with Tickets" msgstr "" -#: ../basics/service-ticket/settings/group.rst:31 -msgid "So how do I manage which team I'm on? You don't - that's the :admin-docs:`administrator's job `." +#: ../basics/work-with-tickets.rst:4 +msgid "You found your way into an existing ticket, congratulations! Now let's have a look what you can do and how to do it." msgstr "" -#: ../basics/service-ticket/settings/group.rst:34 -msgid "However, you can *check* which teams you're on in the Notifications section of your :doc:`user settings `:" +#: ../basics/work-with-tickets.rst:7 +msgid "Generally, working on existing tickets means keeping up with a customer correspondence in a thread/conversation in the ticket detail view. Any time you open a ticket, a new tab will appear in your :doc:`navigation bar ` on the left side. To close a tab (in the sense of remove it from the navigation bar, not setting the ticket state to closed), just click the ``X`` button in the tab. Zammad automatically saves your changes in opened ticket tabs, no matter if you already applied the changes or just edited things and switched to somewhere else. This means it is no problem to create a new ticket while editing an existing one. Simply switch back to the other tab." msgstr "" -#: ../basics/service-ticket/settings/group.rst:43 -msgid "Profile > Notifications menu" +#: ../basics/work-with-tickets.rst:18 +msgid "For the most changes (except tags or rename title, for example), an explicit update of the ticket is needed. So make sure to click the **Update** button on the right side of the footer bar when you are happy with your changes." msgstr "" -#: ../basics/service-ticket/settings/group.rst:43 -msgid "This user belongs to only one group (“Users”)." +#: ../basics/work-with-tickets.rst:23 +msgid "Changing Ticket Attributes" msgstr "" -#: ../basics/service-ticket/settings/group.rst:46 -msgid "So Where Do I Come In?" +#: ../basics/work-with-tickets.rst:30 +msgid "Create a New Article" msgstr "" -#: ../basics/service-ticket/settings/group.rst:48 -msgid "If you belong to more than one group, you may re-assign a ticket from one of your groups to another. In general, though, you won't need to do this unless you're an admin, or an admin has discussed the procedure with you beforehand." +#: ../basics/work-with-tickets.rst:32 +msgid "No matter if you create a new article from scratch or respond to a customer article, you can choose from different article types:" msgstr "" -#: ../basics/service-ticket/settings/owner.rst:2 -#: ../basics/zammad-glossary.rst:518 -msgid "Owner" +#: ../basics/work-with-tickets.rst:35 +msgid "**Note**: Write a reminder for yourself and other agents, ask a colleague a question by mentioning a user or add new information to the ticket. The default visibility is \"internal\", which means the customer can't see the note." msgstr "" -#: ../basics/service-ticket/settings/owner.rst:4 -msgid "A ticket's **owner** is simply *the agent that is currently responsible for it*." +#: ../basics/work-with-tickets.rst:38 +msgid "**Call**: Note down a summary of a phone call you had with the customer." msgstr "" -#: ../basics/service-ticket/settings/owner.rst:8 -msgid "Whose Job is it to Assign Tickets?" +#: ../basics/work-with-tickets.rst:39 +msgid "**Email**: Send an email to anyone about the ticket. The name of the ticket is used for the subject of the email (:ref:`click on the title to rename it `)." msgstr "" -#: ../basics/service-ticket/settings/owner.rst:10 -msgid "It depends on your organization's workflow, but in most cases, **you will assign tickets to yourself** when you choose an issue to work on from the pool of new tickets." +#: ../basics/work-with-tickets.rst:43 +msgid "To choose another article type, click the note icon and choose a different type:" msgstr "" -#: ../basics/service-ticket/settings/owner.rst:16 -msgid "In principle, any agent may assign a ticket to any other, as long as both have the required privileges for the ticket's :doc:`group `." +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot shows article type switcher." msgstr "" -#: ../basics/service-ticket/settings/owner.rst:21 -msgid "Why Would I Want to Re-assign a Ticket to Someone Else?" +#: ../basics/work-with-tickets.rst:50 +msgid "Click the lock button 🔒 to change an article's visibility. Internal visibility appears as a dashed border in a pale red color." msgstr "" -#: ../basics/service-ticket/settings/owner.rst:23 -msgid "Sometimes, complicated issues will require a ticket to be :ref:`passed back and forth between multiple agents ` before it can be closed. In such cases, a colleague may assign a ticket to you (or vice versa) after it has been partially resolved." +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot shows article editor with highlighted lock button to change visibility of article." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:2 -#: ../basics/zammad-glossary.rst:554 -msgid "Priority" +#: ../basics/work-with-tickets.rst:60 +msgid "Every new article appears at the end of the conversation, which means below the existing articles. To see detailed information of a message, just click on an article (1). This opens additional meta information (2):" msgstr "" -#: ../basics/service-ticket/settings/priority.rst:4 -msgid "A ticket’s **priority** is simply a ranking (from 1 to 3) of *how urgent or important it is*." +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot shows article detail view." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:15 -msgid "But what does it do, and how should I use it?" +#: ../basics/work-with-tickets.rst:69 +msgid "You might wonder how to delete articles. The answer is you can only delete articles that you have created yourself and which are not older than 10 minutes. To see the **delete** button in articles of a communication type (emails, calls), their visibility has to be switched to internal first." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:17 -msgid "Out of the box, **ticket priority doesn’t actually do anything**. However, Zammad administrators can set up all sorts of automated hooks that fire off based on this value, like:" +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot shows an internal article with highlighted delete button." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:21 -msgid ":admin-docs:`service-level agreements `," +#: ../basics/work-with-tickets.rst:80 +msgid "Add an Article from Scratch" msgstr "" -#: ../basics/service-ticket/settings/priority.rst:22 -msgid ":admin-docs:`triggers `, and" +#: ../basics/work-with-tickets.rst:82 +msgid "Click on the text field at the bottom of the ticket detail view which is labeled with **Enter Note or select attachment...** to add an article. By default, the article type \"Note\" is selected and the visibility is set to \"internal\"." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:23 -msgid ":admin-docs:`scheduled events `." +#: ../basics/work-with-tickets.rst:91 +msgid "Respond to an Article" msgstr "" -#: ../basics/service-ticket/settings/priority.rst:25 -msgid "Priority can also be used as a ticket filter when creating :admin-docs:`custom overviews `." +#: ../basics/work-with-tickets.rst:93 +msgid "To forward or reply to an article, use one of the response buttons under an article. The behavior is similar to an email client." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:28 -msgid "In other words, **consult your administrator** for details on how he’d like you to use it." +#: ../basics/work-with-tickets.rst:96 +msgid "**Reply**: Allows you to answer the article. The recipient is automatically pre-filled. The reply is sent via the same channel as the original message. This lets you easily send an answer to a customer or third party, if involved." msgstr "" -#: ../basics/service-ticket/settings/priority.rst:32 -msgid "Customers can't set a priority for their own tickets. For more context, have a look at the `Github-Issue `_." +#: ../basics/work-with-tickets.rst:99 +msgid "**Reply all**: Same as above but uses all recipient addresses from the original message as recipients for your new article. Only available for email channels." msgstr "" -#: ../basics/service-ticket/settings/state.rst:2 -#: ../basics/what-is-a-ticket.rst:51 -#: ../basics/zammad-glossary.rst:682 -msgid "State" +#: ../basics/work-with-tickets.rst:102 +msgid "**Forward**: This means you can forward the original message to a third party or anybody else. The original message and attachments are included in your new article." msgstr "" -#: ../basics/service-ticket/settings/state.rst:4 -msgid "The **state** of a ticket refers to *its progress toward completion,* and may be one of the following:" +#: ../basics/work-with-tickets.rst:None +msgid "Screenshots shows response buttons below an article." msgstr "" -#: ../basics/service-ticket/settings/state.rst:7 -msgid "new" +#: ../basics/work-with-tickets.rst:111 +msgid "Zammad even allows you to **quote text** from an existing article. This is especially helpful if an answer refers to different parts of the original message or the text is pretty long. This feature is limited to communication type articles like email where the response buttons are available." msgstr "" -#: ../basics/service-ticket/settings/state.rst:8 -msgid "open" +#: ../basics/work-with-tickets.rst:116 +msgid "To quote text, simply select the text you want to quote (1) and use the **Reply** or **Reply all** function (2):" msgstr "" -#: ../basics/service-ticket/settings/state.rst:9 -msgid "closed" +#: ../basics/work-with-tickets.rst:None +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot shows article with marked text and highlighted reply actions." msgstr "" -#: ../basics/service-ticket/settings/state.rst:10 -msgid "merged (this Ticket has been merged into another Ticket. Check either the :doc:`linked tickets ` or the :ref:`ticket history ` to learn more)" +#: ../basics/work-with-tickets.rst:124 +msgid "This adds the marked text with a timestamp in your article editor where you can answer it. Example:" msgstr "" -#: ../basics/service-ticket/settings/state.rst:14 -msgid "pending close (*i.e.,* scheduled to automatically close at a later date)" +#: ../basics/work-with-tickets.rst:132 +msgid "You can use the quoting even multiple times to quote different parts of the text. Just select another part of the text, click on the same response action as before and it gets added as another quote to your editor. You can split quotations by using :kbd:`enter` or :kbd:`shift` + :kbd:`enter` in the editor." msgstr "" -#: ../basics/service-ticket/settings/state.rst:16 -msgid "pending reminder (*i.e.,* hidden, but scheduled to reappear at a later date)" +#: ../basics/work-with-tickets.rst:141 +msgid "Rename a Ticket" msgstr "" -#: ../basics/service-ticket/settings/state.rst:20 -msgid "State Colors" +#: ../basics/work-with-tickets.rst:143 +msgid "To rename a ticket, simply click on the title in the header bar and start typing. This title is used as subject in email communication and shows up in several places like overviews." msgstr "" -#: ../basics/service-ticket/settings/state.rst:22 -msgid "Zammad states are color-coded. This helps you to understanding the state of the ticket much faster in general - without having a look into details." +#: ../basics/work-with-tickets.rst:152 +msgid "Copy Ticket Number" msgstr "" -#: ../basics/service-ticket/settings/state.rst:30 -msgid "What's the Difference Between “New” and “Open”?" +#: ../basics/work-with-tickets.rst:154 +msgid "If you often need the ticket number (e.g. to paste it in a third party chat app), use the 🗊 icon next to the ticket title to copy the ticket number to your clipboard. This includes the complete ticket identifier, including the ticket hook, e.g. ``Ticket#50071``. In case you scrolled down in the ticket, you can find the button on the left side of the header bar." msgstr "" -#: ../basics/service-ticket/settings/state.rst:32 -msgid "States do more than just indicate progress: Zammad has a fine-grained time tracking feature (so-called “:admin-docs:`service-level agreements `”, or SLAs) that uses state information to measure how long it takes for customers to get a response on a new ticket or get their issues resolved entirely." +#: ../basics/work-with-tickets.rst:160 +msgid "But wait, there is even a :doc:`keyboard shortcut ` for that. Simply press :kbd:`.` and the ticket number is copied to your clipboard. To include the ticket title as well, press :kbd:`.` twice. Example: ``Ticket#50071: Coffee grinder broken``." msgstr "" -#: ../basics/service-ticket/settings/state.rst:38 -msgid "On a *new* ticket, the customer still hasn't received her first response on the issue." +#: ../basics/work-with-tickets.rst:167 +msgid "Simultaneous Ticket Processing" msgstr "" -#: ../basics/service-ticket/settings/state.rst:41 -msgid "On an *open* ticket, the customer has received an initial response, but the issue still hasn't been resolved." +#: ../basics/work-with-tickets.rst:171 +msgid "It can happen that two or more agents open a ticket at the same time. To prevent edit conflicts and customers receiving contradictory answers, Zammad shows you who is viewing or editing the ticket currently. You can find this information in the bottom bar where avatars of all agents are displayed. Be sure to communicate with your colleagues to prevent these problems before they arise." msgstr "" -#: ../basics/service-ticket/settings/state.rst:45 -msgid "⏱️ Tickets in a *pending* state do not accumulate time toward their SLA limits." +#: ../basics/work-with-tickets.rst:178 +msgid "Depending on the additional icon and if the avatar icon is faded, it means:" msgstr "" -#: ../basics/service-ticket/settings/state.rst:47 -msgid "So, for instance, a ticket may be marked *pending reminder* if it's waiting on feedback from a third-party supplier who's out of town until next week." +#: ../basics/work-with-tickets.rst:180 +msgid "Avatar: Another agent is viewing the ticket." msgstr "" -#: ../basics/service-ticket/settings/tags.rst:2 -#: ../basics/zammad-glossary.rst:708 -msgid "Tags" +#: ../basics/work-with-tickets.rst:181 +msgid "Faded avatar: Another agent opened the ticket but is currently not actively viewing it." msgstr "" -#: ../basics/service-ticket/settings/tags.rst:4 -msgid "**Tags** are custom-defined labels that can be applied to tickets to make it easier to find them in the future." +#: ../basics/work-with-tickets.rst:183 +msgid "Avatar with pencil icon: Another agent is currently actively working on this ticket." msgstr "" -#: ../basics/service-ticket/settings/tags.rst:11 -msgid "Ticket pane (tags)" +#: ../basics/work-with-tickets.rst:None +msgid "Ticket conflict alert" +msgstr "" + +#: ../basics/work-with-tickets.rst:196 +msgid "Additional actions are available in the ticket submenu. You can find it in the ticket sidebar. To open it, click the **Ticket ▾** heading to access additional actions." msgstr "" -#: ../basics/service-ticket/settings/tags.rst:11 -msgid "Click on a tag name to view other tickets with the same tag." +#: ../basics/work-with-tickets.rst:None +msgid "Ticket submenu" msgstr "" -#: ../basics/service-ticket/settings/tags.rst:13 -msgid ":doc:`Search for tickets with a given tag ` with the ``tags:`` search filter. For instance, find all tickets with the **order** tag by searching for ``tags: order``." +#: ../basics/work-with-tickets.rst:207 +msgid "History" msgstr "" -#: ../basics/what-is-a-ticket.rst:2 -msgid "What is a Ticket?" +#: ../basics/work-with-tickets.rst:206 +msgid "See a comprehensive list of updates to the ticket, performed by any user, since its creation. Useful to check who did what and when." msgstr "" -#: ../basics/what-is-a-ticket.rst:4 -msgid "In Zammad, **tickets** are used to track customer service requests. The first time a customer emails you (or the company) about something, Zammad creates a new ticket. Each message sent between you and the customer is added to that ticket until the issue is resolved, the customer is happy, and the ticket is finally **closed**." +#: ../basics/work-with-tickets.rst:212 +msgid "Merge" msgstr "" -#: ../basics/what-is-a-ticket.rst:12 -msgid "So in a basic sense, a ticket is **a thread of messages between you and a customer about a single issue**." +#: ../basics/work-with-tickets.rst:210 +msgid "Migrate all messages/notes to another ticket. Useful if you have more than one ticket about a single customer issue. See :doc:`Merging Tickets ` for details." msgstr "" -#: ../basics/what-is-a-ticket.rst:20 -msgid "Ticket thread view" +#: ../basics/work-with-tickets.rst:215 +msgid "Change Customer" msgstr "" -#: ../basics/what-is-a-ticket.rst:20 -msgid "A ticket is a thread of messages between a customer and an agent." +#: ../basics/work-with-tickets.rst:215 +msgid "Reassign the ticket to another customer." msgstr "" -#: ../basics/what-is-a-ticket.rst:22 -msgid "You know you're doing a great job when you 1) respond to tickets quickly and 2) get them closed in a timely manner." +#: ../basics/work-with-tickets.rst:218 +msgid "Check Escalations" msgstr "" -#: ../basics/what-is-a-ticket.rst:26 -msgid "👀 :doc:`Keep an eye on your dashboard ` to see how well you're keeping up." +#: ../basics/work-with-tickets.rst:221 +msgid "The SLA feature (Service Level Agreement) is optional and must be :admin-docs:`configured by your Zammad administrator `. SLAs are to track the time for a first response and/or to solving the issue. If a ticket is in danger to reach the agreed deadline, it will escalate." msgstr "" -#: ../basics/what-is-a-ticket.rst:34 -msgid "Tickets also have metadata attached to them to make them easier to manage. For instance, tickets have a customer and (optionally) an agent; they can be open or closed (or even be scheduled for later); they can be organized into groups; and they can even be flagged for high or low priority." +#: ../basics/work-with-tickets.rst:226 +msgid "For tickets which already reached the deadline or will reach it soon, you can find an addition date next to the ticket number. By hovering the escalation date, Zammad will display all upcoming or reached escalation times based on the SLA configuration. If you can't see escalation timestamps, it is not configured by your admin." msgstr "" -#: ../basics/what-is-a-ticket.rst:40 -msgid "For the sake of simplicity, we'll refer to this metadata as the **settings** of a ticket. All of these settings can be changed at any time. Each setting is explained in detail :doc:`here `, but for the time being, let's go over the two most important ones:" +#: ../basics/work-with-tickets.rst:None +msgid "Screenshot showing hovering over escalation note and getting more detailed escalation information." msgstr "" -#: ../basics/what-is-a-ticket.rst:47 -msgid "Owner *(optional)*" +#: ../basics/work-with-tickets.rst:238 +msgid "Highlight Text in a Ticket" msgstr "" -#: ../basics/what-is-a-ticket.rst:47 -msgid "The **agent currently assigned to** (*i.e.,* responsible for) the ticket." +#: ../basics/work-with-tickets.rst:240 +msgid "Use the highlighter tool in the upper right corner to mark up important text. This feature is not about highlighting text in the editor to send it to customers. It is just about highlighting important parts for other agents." msgstr "" -#: ../basics/what-is-a-ticket.rst:50 -msgid "Is the customer still waiting on an answer (**open**), or has the ticket been resolved (**closed**)?" +#: ../basics/work-with-tickets.rst:244 +msgid "First select the text you want to highlight, then click on the highlighter button with the pencil. In case you want to use a different color, open the color menu by clicking on the down arrow in the split button. To remove the highlighting, click on the button again with the selected text." +msgstr "" + +#: ../basics/work-with-tickets.rst:None +msgid "Ticket highlighter" +msgstr "" + +#: ../basics/work-with-tickets.rst:256 +msgid "You now know the basics and how to work with tickets in general. However, there are many more features in Zammad which can be very useful in your daily work. Have a look at the **Advanced Topics** and **Extra** sections in the left navigation menu where you can find more information." msgstr "" #: ../basics/zammad-glossary.rst:2 @@ -2628,7 +2473,7 @@ msgid "You can learn more on our `Autosave landing page `." msgstr "" -#: ../basics/zammad-glossary.rst:557 +#: ../basics/zammad-glossary.rst:554 msgid "Q" msgstr "" -#: ../basics/zammad-glossary.rst:562 +#: ../basics/zammad-glossary.rst:559 msgid "R" msgstr "" -#: ../basics/zammad-glossary.rst:572 +#: ../basics/zammad-glossary.rst:569 msgid "Release" msgstr "" -#: ../basics/zammad-glossary.rst:565 +#: ../basics/zammad-glossary.rst:562 msgid "Every few months, we bring a new version of Zammad into the world, which is called a release. It all started with Zammad 1.0." msgstr "" -#: ../basics/zammad-glossary.rst:568 +#: ../basics/zammad-glossary.rst:565 msgid "Every release adds new features to our software. There are major and minor releases: major releases (such as Zammad 1.0, 2.0, etc.) bring major changes. Minor releases are installed on top of them (such as 1.1, 2.1, etc.) and bring smaller updates." msgstr "" -#: ../basics/zammad-glossary.rst:580 -#: ../basics/zammad-glossary.rst:621 +#: ../basics/zammad-glossary.rst:577 +#: ../basics/zammad-glossary.rst:618 #: ../extras/reporting.rst:2 msgid "Reporting" msgstr "" -#: ../basics/zammad-glossary.rst:575 +#: ../basics/zammad-glossary.rst:572 msgid "The reporting helps keeping an overview over stats and numbers (e.g. created tickets per month). There are two types of reporting: the reporting functionality integrated in Zammad and the reporting with external tools." msgstr "" -#: ../basics/zammad-glossary.rst:579 +#: ../basics/zammad-glossary.rst:576 msgid "Admins can find further information :admin-docs:`here `." msgstr "" -#: ../basics/zammad-glossary.rst:593 +#: ../basics/zammad-glossary.rst:590 msgid "Role" msgstr "" -#: ../basics/zammad-glossary.rst:583 +#: ../basics/zammad-glossary.rst:580 msgid "Everyone who logs into Zammad has a predefined role. There are three types: admin, agent, and customer." msgstr "" -#: ../basics/zammad-glossary.rst:586 +#: ../basics/zammad-glossary.rst:583 msgid "Admins have the most rights: they can define roles, permissions, and settings for the entire team and instance." msgstr "" -#: ../basics/zammad-glossary.rst:589 +#: ../basics/zammad-glossary.rst:586 msgid "Agents can view and edit tickets, but not change any settings other than those of their own profiles." msgstr "" -#: ../basics/zammad-glossary.rst:592 +#: ../basics/zammad-glossary.rst:589 msgid "Customers can view their tickets' processing status in their individual Customer Interface." msgstr "" -#: ../basics/zammad-glossary.rst:596 +#: ../basics/zammad-glossary.rst:593 msgid "S" msgstr "" -#: ../basics/zammad-glossary.rst:603 +#: ../basics/zammad-glossary.rst:600 msgid "Scheduler" msgstr "" -#: ../basics/zammad-glossary.rst:599 +#: ../basics/zammad-glossary.rst:596 msgid "The scheduler is one of Zammad's automation features. An admin can define specific conditions and actions which are applied to tickets with matching conditions in a time based manner. More information in the admin documentation in the :admin-docs:`scheduler section `." msgstr "" -#: ../basics/zammad-glossary.rst:623 +#: ../basics/zammad-glossary.rst:620 +#: ../basics/zammad-ui.rst:85 msgid "Sidebar" msgstr "" -#: ../basics/zammad-glossary.rst:606 +#: ../basics/zammad-glossary.rst:603 msgid "The sidebar on the left side contains all relevant places and object you might need. Depending on the configured channels and your permissions, it might not include all sections which are listed below:" msgstr "" -#: ../basics/zammad-glossary.rst:610 +#: ../basics/zammad-glossary.rst:607 msgid "Search bar" msgstr "" -#: ../basics/zammad-glossary.rst:611 +#: ../basics/zammad-glossary.rst:608 msgid "Notification section" msgstr "" -#: ../basics/zammad-glossary.rst:613 +#: ../basics/zammad-glossary.rst:610 #: ../extras/profile-and-settings.rst:0 msgid "Overviews" msgstr "" -#: ../basics/zammad-glossary.rst:615 +#: ../basics/zammad-glossary.rst:612 msgid "Customer Chat" msgstr "" -#: ../basics/zammad-glossary.rst:616 +#: ../basics/zammad-glossary.rst:613 msgid "Phone" msgstr "" -#: ../basics/zammad-glossary.rst:617 +#: ../basics/zammad-glossary.rst:614 msgid "One or more open tickets" msgstr "" -#: ../basics/zammad-glossary.rst:618 +#: ../basics/zammad-glossary.rst:615 msgid "Bottom section:" msgstr "" -#: ../basics/zammad-glossary.rst:622 +#: ../basics/zammad-glossary.rst:619 msgid "Admin settings" msgstr "" -#: ../basics/zammad-glossary.rst:623 +#: ../basics/zammad-glossary.rst:620 msgid "Button for ticket creation" msgstr "" -#: ../basics/zammad-glossary.rst:632 +#: ../basics/zammad-glossary.rst:629 msgid "Signature" msgstr "" -#: ../basics/zammad-glossary.rst:626 +#: ../basics/zammad-glossary.rst:623 msgid "The signature is your footer in an outgoing message. Your customers may find contact details and the name of your company/department there. It can even contain your :ref:`avatar image `." msgstr "" -#: ../basics/zammad-glossary.rst:631 +#: ../basics/zammad-glossary.rst:628 msgid "It can be customized by your admin. Further information can be found :admin-docs:`here `." msgstr "" -#: ../basics/zammad-glossary.rst:642 +#: ../basics/zammad-glossary.rst:639 msgid "Sipgate" msgstr "" -#: ../basics/zammad-glossary.rst:635 +#: ../basics/zammad-glossary.rst:632 msgid "Sipgate is a SaaS solution for internet telephony. The Zammad integration for Sipgate provides users with a detailed call overview. If you have a customer that wants to get connected to a certain agent, the caller log will tell you if this colleague is currently available." msgstr "" -#: ../basics/zammad-glossary.rst:640 +#: ../basics/zammad-glossary.rst:637 msgid "Administrators can learn more on the `sipgate CTI` integration page. Agents can learn more about this function on this page: :doc:`/extras/caller-log`" msgstr "" -#: ../basics/zammad-glossary.rst:657 +#: ../basics/zammad-glossary.rst:654 msgid "SLA" msgstr "" -#: ../basics/zammad-glossary.rst:647 +#: ../basics/zammad-glossary.rst:644 msgid "A Service Level Agreement (SLA) is a contract between an end-user and a company that defines the minimum expected service requirements including quality, availability, and punctuality. They are used to set expectations and hold companies accountable for keeping their promises." msgstr "" -#: ../basics/zammad-glossary.rst:653 +#: ../basics/zammad-glossary.rst:650 msgid "You can easily set up SLAs in Zammad and define parameters such as the time for the first response, an update, and a solution. Once the deadline has been reached, the ticket will escalate." msgstr "" -#: ../basics/zammad-glossary.rst:657 +#: ../basics/zammad-glossary.rst:654 msgid "You can learn more on our `SLA landing page `_." msgstr "" -#: ../basics/zammad-glossary.rst:663 +#: ../basics/zammad-glossary.rst:660 msgid "Splitting tickets" msgstr "" -#: ../basics/zammad-glossary.rst:660 +#: ../basics/zammad-glossary.rst:657 msgid "In case a ticket contains more than one issue and you want to handle it in a separate ticket, you can split the ticket. Zammad creates a new ticket then based on the selected article for splitting. See :doc:`/advanced/ticket-actions` for more information." msgstr "" -#: ../basics/zammad-glossary.rst:672 +#: ../basics/zammad-glossary.rst:669 msgid "SSO" msgstr "" -#: ../basics/zammad-glossary.rst:666 +#: ../basics/zammad-glossary.rst:663 msgid "Single-sign-on (SSO) allows you to access all your systems and devices with just one login. There are various providers that make this process easy and secure. Zammad currently supports SSO via SAML and Shibboleth." msgstr "" -#: ../basics/zammad-glossary.rst:670 +#: ../basics/zammad-glossary.rst:667 msgid "🤓 Self Hosted users can also use Kerberos authentication." msgstr "" -#: ../basics/zammad-glossary.rst:672 +#: ../basics/zammad-glossary.rst:669 msgid "You can learn more on our `SSO landing page `_." msgstr "" -#: ../basics/zammad-glossary.rst:675 +#: ../basics/zammad-glossary.rst:672 msgid "Every ticket has a state. You can change it once you've updated the ticket. There are four types of states, and they are all color-coded." msgstr "" -#: ../basics/zammad-glossary.rst:678 -msgid "Learn more about states and their color coding on this page: :doc:`/basics/service-ticket/settings/state`" +#: ../basics/zammad-glossary.rst:675 +msgid "Learn more about states and their color coding on this page: :ref:`ticket-attributes`" msgstr "" -#: ../basics/zammad-glossary.rst:681 +#: ../basics/zammad-glossary.rst:678 msgid "The available states can be changed or extended. Your admin can find further information :admin-docs:`here `." msgstr "" -#: ../basics/zammad-glossary.rst:692 +#: ../basics/zammad-glossary.rst:689 msgid "S/MIME" msgstr "" -#: ../basics/zammad-glossary.rst:685 +#: ../basics/zammad-glossary.rst:682 msgid "S/MIME is the most widely-supported method for secure email communication. By activating it in Zammad, all messages sent from Zammad will be signed and encrypted." msgstr "" -#: ../basics/zammad-glossary.rst:689 +#: ../basics/zammad-glossary.rst:686 msgid "Administrators can learn more about S/MIME :admin-docs:`in the admin documentation `, if you're an agent you can learn more about the functionality on this page: :doc:`/extras/secure-email`." msgstr "" -#: ../basics/zammad-glossary.rst:695 +#: ../basics/zammad-glossary.rst:692 msgid "T" msgstr "" -#: ../basics/zammad-glossary.rst:698 +#: ../basics/zammad-glossary.rst:695 msgid "Tags help you to categorize tickets. You can define them based on your use case. For example, if you're a retail business, your tags could be based on your product categories to help you organize tickets by the type of product they refer to. But they could also be based on the type of request, e.g. refund, delivery issue, missing…" msgstr "" -#: ../basics/zammad-glossary.rst:705 -msgid "Administrators can learn more about tags :admin-docs:`here `. Agents can learn more about this function on this page: :doc:`/basics/service-ticket/settings/tags`" +#: ../basics/zammad-glossary.rst:702 +msgid "Administrators can learn more about tags :admin-docs:`here `. Agents can learn more about this function on this page: :ref:`ticket-attributes`" msgstr "" -#: ../basics/zammad-glossary.rst:722 +#: ../basics/zammad-glossary.rst:719 msgid "Text module" msgstr "" -#: ../basics/zammad-glossary.rst:711 +#: ../basics/zammad-glossary.rst:708 msgid "If you find that you send the same answers / text bits over and over again, you can save yourself a bunch of work and create a text module. This way, you just need to type ``::`` shortcut and the pre-defined paragraph will automatically appear in your article." msgstr "" -#: ../basics/zammad-glossary.rst:716 +#: ../basics/zammad-glossary.rst:713 msgid "For example, here at Zammad, we have a text module with the shortcut ``::ilff``, which turns into ``I look forward to your feedback``." msgstr "" -#: ../basics/zammad-glossary.rst:719 +#: ../basics/zammad-glossary.rst:716 msgid "Administrators can learn more about text modules :admin-docs:`here `. Agents can learn more about this function on this page: :doc:`/advanced/text-modules`" msgstr "" -#: ../basics/zammad-glossary.rst:729 +#: ../basics/zammad-glossary.rst:726 msgid "(Ticket) Template" msgstr "" -#: ../basics/zammad-glossary.rst:725 +#: ../basics/zammad-glossary.rst:722 msgid "If you create many similar tickets or write many similar texts, you can create a template for them. This is helpful for introductions to your product/service or for drawing up an offer. It's a real time-saver!" msgstr "" -#: ../basics/zammad-glossary.rst:729 +#: ../basics/zammad-glossary.rst:726 msgid "You can learn more on this page: :doc:`/advanced/ticket-templates`." msgstr "" -#: ../basics/zammad-glossary.rst:732 +#: ../basics/zammad-glossary.rst:729 msgid "The title of a ticket is different based on the channel it came in. You can find the title in the sidebar and in the top area in the ticket view. If the title is not very meaningful, you can change it by clicking on the title in a ticket view." msgstr "" -#: ../basics/zammad-glossary.rst:741 +#: ../basics/zammad-glossary.rst:738 msgid "Ticket hook" msgstr "" -#: ../basics/zammad-glossary.rst:738 +#: ../basics/zammad-glossary.rst:735 msgid "The ticket hook is the identifier of a ticket. By default, it is ``Ticket#`` with an appended number (e.g. ``Ticket#904627``). It can be changed by an admin. See :admin-docs:`here ` for further information." msgstr "" -#: ../basics/zammad-glossary.rst:748 +#: ../basics/zammad-glossary.rst:745 msgid "Trigger" msgstr "" -#: ../basics/zammad-glossary.rst:744 +#: ../basics/zammad-glossary.rst:741 msgid "Triggers are one of Zammad's automation features. An admin can define specific conditions and actions which are applied to tickets with matching conditions. More information in the admin documentation in the :admin-docs:`trigger section `." msgstr "" -#: ../basics/zammad-glossary.rst:751 +#: ../basics/zammad-glossary.rst:748 msgid "U" msgstr "" -#: ../basics/zammad-glossary.rst:757 +#: ../basics/zammad-glossary.rst:754 msgid "User" msgstr "" -#: ../basics/zammad-glossary.rst:754 +#: ../basics/zammad-glossary.rst:751 msgid "A user is any user of the ticket system. Each user is assigned certain permissions, which allow them to access certain areas and information. Users can have various roles, with the standard options being agent, admin, and customer." msgstr "" -#: ../basics/zammad-glossary.rst:760 +#: ../basics/zammad-glossary.rst:757 msgid "V" msgstr "" -#: ../basics/zammad-glossary.rst:765 +#: ../basics/zammad-glossary.rst:762 msgid "W" msgstr "" -#: ../basics/zammad-glossary.rst:774 +#: ../basics/zammad-glossary.rst:771 msgid "Webhooks" msgstr "" -#: ../basics/zammad-glossary.rst:768 +#: ../basics/zammad-glossary.rst:765 msgid "In a nutshell, webhooks are an easy way for systems to communicate with each other and allow you to send real-time data to any other application. We use them to allow our users to inform a third-party system about new information in Zammad." msgstr "" -#: ../basics/zammad-glossary.rst:773 +#: ../basics/zammad-glossary.rst:770 msgid "Learn more about webhooks on :admin-docs:`this page `." msgstr "" -#: ../basics/zammad-glossary.rst:777 +#: ../basics/zammad-glossary.rst:774 msgid "X" msgstr "" -#: ../basics/zammad-glossary.rst:782 +#: ../basics/zammad-glossary.rst:779 msgid "Y" msgstr "" -#: ../basics/zammad-glossary.rst:787 +#: ../basics/zammad-glossary.rst:784 msgid "Z" msgstr "" -#: ../basics/zammad-glossary.rst:789 +#: ../basics/zammad-glossary.rst:786 msgid "Zammad" msgstr "" -#: ../basics/zammad-glossary.rst:790 +#: ../basics/zammad-glossary.rst:787 msgid "Zammad is the greatest helpdesk in the world. Period." msgstr "" -#: ../extras/ai-features.rst:2 -msgid "AI Features" +#: ../basics/zammad-ui.rst:2 +msgid "Zammad UI" msgstr "" -#: ../extras/ai-features.rst:5 -msgid "Introduction" +#: ../basics/zammad-ui.rst:4 +msgid "The user interface (UI) of Zammad is designed to provide an intuitive experience for users. It is built around the concept of simplicity, clarity, and accessibility and is based on common software design principles which should make the UI pretty self explanatory." +msgstr "" + +#: ../basics/zammad-ui.rst:9 +msgid "There are basic modular components for different features to keep the UI consistent. These components are described in the sections below. Depending on the currently opened screen, there are interactive components, such as tooltips and a contextual help. Use them wherever needed." +msgstr "" + +#: ../basics/zammad-ui.rst:17 +msgid "The screenshot below shows the Zammad UI with the ticket detail view opened. Read on for a description of the different main elements of Zammad." +msgstr "" + +#: ../basics/zammad-ui.rst:None +msgid "Screenshot shows the Zammad UI with an opened ticket detail view." +msgstr "" + +#: ../basics/zammad-ui.rst:25 +msgid "Navigation sidebar (1)" +msgstr "" + +#: ../basics/zammad-ui.rst:24 +msgid "This is the left sidebar which includes the search, notifications, overviews, ticket tabs, your avatar and the ticket create button." +msgstr "" + +#: ../basics/zammad-ui.rst:30 +msgid "Navigation tab (2)" +msgstr "" + +#: ../basics/zammad-ui.rst:28 +msgid "Each item of the navigation sidebar is called navigation tab. Depending on the content, it can be a ticket tab (with the ticket detail view) or the overview tab which opens the list of available overviews." +msgstr "" + +#: ../basics/zammad-ui.rst:34 +msgid "Ticket detail view (3)" +msgstr "" + +#: ../basics/zammad-ui.rst:33 +msgid "This is where you handle your customer requests. It is located in the middle of the screen if a ticket tab is selected in the navigation sidebar." +msgstr "" + +#: ../basics/zammad-ui.rst:38 +msgid "Sidebar (4)" +msgstr "" + +#: ../basics/zammad-ui.rst:37 +msgid "This is the right sidebar in the ticket detail view. It contains sidebar tabs like customers and checklists and displays the currently selected tab." +msgstr "" + +#: ../basics/zammad-ui.rst:44 +msgid "Sidebar tabs (5)" +msgstr "" + +#: ../basics/zammad-ui.rst:41 +msgid "On the left side of the sidebar, you can find small icons to switch between the different tabs. The availability of these tabs depends on your system configuration, your permissions and the ticket attributes (e.g. if the customer of the ticket has an assigned organization)." +msgstr "" + +#: ../basics/zammad-ui.rst:47 +msgid "Navigation Sidebar" +msgstr "" + +#: ../basics/zammad-ui.rst:49 +msgid "The navigation sidebar displays different areas. You might not see all of them because some depend on the configuration of your Zammad. The navigation sidebar is always visible. That means if you don't know where you are, you can always go back to the dashboard, your overviews or an opened ticket, for example." +msgstr "" + +#: ../basics/zammad-ui.rst:0 +msgid "Screenshot shows Zammad's navigation bar with highlighted areas." +msgstr "" + +#: ../basics/zammad-ui.rst:67 +msgid "Search and notification area (1)" +msgstr "" + +#: ../basics/zammad-ui.rst:64 +msgid "Includes the search where you can search for users, organizations, tickets and basically every in Zammad available information. Next to the search you can find the Zammad logo. In case there is a notification, it shows you a badge with a count about how many notifications you got." +msgstr "" + +#: ../basics/zammad-ui.rst:71 +msgid "Navigation (2)" +msgstr "" + +#: ../basics/zammad-ui.rst:70 +msgid "Allows you to swith to different Zammad screens like the dashboard, overviews, knowledge base or phone screen." +msgstr "" + +#: ../basics/zammad-ui.rst:74 +msgid "Content tabs (3)" +msgstr "" + +#: ../basics/zammad-ui.rst:74 +msgid "You can find tabs for your opened tickets, users and organizations." +msgstr "" + +#: ../basics/zammad-ui.rst:77 +msgid "Bottom bar (4)" +msgstr "" + +#: ../basics/zammad-ui.rst:77 +msgid "Profile settings and create new ticket button. In case you have additional permissions, there might be a settings and a reporting button as well." +msgstr "" + +#: ../basics/zammad-ui.rst:82 +#: ../extras/mobile-view.rst:37 +#: ../extras/mobile-view.rst:59 +#: ../extras/mobile-view.rst:81 +#: ../extras/mobile-view.rst:103 +#: ../extras/mobile-view.rst:181 +#: ../extras/mobile-view.rst:202 +msgid "x" +msgstr "" + +#: ../basics/zammad-ui.rst:87 +msgid "The sidebar on the right side displays all ticket relevant information and includes additional functionality. The most important one is the ticket sidebar. Switch between the different sidebars by clicking the desired tab on the left side of the sidebar. The available tabs are depending on the ticket and the configured features of your Zammad." +msgstr "" + +#: ../basics/zammad-ui.rst:102 +msgid "Ticket tab" +msgstr "" + +#: ../basics/zammad-ui.rst:94 +msgid "This tab shows the ticket information like owner, group, priority and state and lets you edit these values. Additionally, the following actions are available when you click on the **Ticket** header:" +msgstr "" + +#: ../basics/zammad-ui.rst:98 +msgid "History: shows a dialog with the history in the current ticket. This is where you can find when and what actions was performed and by whom." +msgstr "" + +#: ../basics/zammad-ui.rst:100 +msgid "Merge: merge the ticket with another one in case a customer emailed you multiple times about the same issue." +msgstr "" + +#: ../basics/zammad-ui.rst:102 +msgid "Change customer: set another customer for the ticket." +msgstr "" + +#: ../basics/zammad-ui.rst:107 +msgid "Customer tab" +msgstr "" + +#: ../basics/zammad-ui.rst:105 +msgid "View customer details including a reference to the customer's other tickets. You can change the ticket customer here as well by clicking on the **Customer** header and choose **Change customer**." +msgstr "" + +#: ../basics/zammad-ui.rst:113 +msgid "Organization tab" +msgstr "" + +#: ../basics/zammad-ui.rst:110 +msgid "This tab is only shown if the customer is member of an organization. It shows the organization's details including all members. By clicking the **Organization** header, you can edit the name, the domain and the note of the organization." +msgstr "" + +#: ../basics/zammad-ui.rst:117 +msgid "Now that you know the basic UI elements and where to find them, read on in :doc:`ticket-basics`." +msgstr "" + +#: ../extras/ai-features.rst:2 +msgid "AI Features" msgstr "" #: ../extras/ai-features.rst:7 @@ -3898,7 +3894,7 @@ msgid "Usage tips" msgstr "" #: ../extras/chat.rst:47 -msgid "🔍 Use the :doc:`search bar ` to pull up old chats from the archive anytime." +msgid "🔍 Use the :ref:`search bar ` to pull up old chats from the archive anytime." msgstr "" #: ../extras/chat.rst:48 @@ -4145,7 +4141,7 @@ msgid "VIP" msgstr "" #: ../extras/customers.rst:63 -msgid "Like :doc:`ticket priority `, **VIP status** doesn't actually do anything out-of-the-box, but an admin *can* set up automated system hooks based on this value, or use it as a filter for :doc:`custom overviews `." +msgid "Like the ticket priority, the **VIP status** doesn't actually do anything out-of-the-box. But an admin *can* set up automation rules based on this value or use it as a filter for custom :ref:`overviews `." msgstr "" #: ../extras/customers.rst:68 @@ -4749,15 +4745,6 @@ msgstr "" msgid "Home Page" msgstr "" -#: ../extras/mobile-view.rst:37 -#: ../extras/mobile-view.rst:59 -#: ../extras/mobile-view.rst:81 -#: ../extras/mobile-view.rst:103 -#: ../extras/mobile-view.rst:181 -#: ../extras/mobile-view.rst:202 -msgid "x" -msgstr "" - #: ../extras/mobile-view.rst:39 msgid "Search & Overview" msgstr "" @@ -5209,7 +5196,7 @@ msgid "Schedule absence periods in advance, and designate a substitute to handle msgstr "" #: ../extras/profile-and-settings.rst:142 -msgid "Your substitute will receive all your ticket notifications during your absence, and have a custom :doc:`overview ` created to help keep track of your tickets." +msgid "Your substitute will receive all your ticket notifications during your absence, and have a custom :ref:`overview ` created to help keep track of your tickets." msgstr "" #: ../extras/profile-and-settings.rst:146 @@ -6116,13 +6103,13 @@ msgstr "" msgid "In case of errors, you will be able to **Retry** the verification of the key." msgstr "" -#: ../index.rst:20 -#: ../index.rst:20 +#: ../index.rst:22 +#: ../index.rst:22 msgid "Advanced Topics" msgstr "" -#: ../index.rst:36 -#: ../index.rst:36 +#: ../index.rst:38 +#: ../index.rst:38 msgid "Extras" msgstr "" diff --git a/snippets/editor-features.rst b/snippets/editor-features.rst new file mode 100644 index 00000000..59829558 --- /dev/null +++ b/snippets/editor-features.rst @@ -0,0 +1,15 @@ +The article editor is a rich text editor. This means you can: + +- Copy and paste (or drag and drop) formatted text, images and file attachments. +- Apply formatting by using the built-in + :doc:`keyboard shortcuts ` or by selecting + text and choose from the formatting options in the bubble menu. This menu + automatically appears when selecting text and looks like this: + + .. figure:: /images/basics/basics/editor-bubble-menu.png + :alt: Screenshot shows editor bubble menu to format text. +- Use :doc:`text modules ` by typing :kbd:`:` :kbd:`:` + which can be a huge time saver. +- :ref:`Mention colleagues ` by typing :kbd:`@` :kbd:`@` followed by + their name to ask a question or notify them. + diff --git a/snippets/ticket-settings-link-list.rst b/snippets/ticket-settings-link-list.rst deleted file mode 100644 index 08caba73..00000000 --- a/snippets/ticket-settings-link-list.rst +++ /dev/null @@ -1,9 +0,0 @@ -.. note:: **📖 See Also** - - For an in-depth discussion of each ticket setting, see the articles below: - - * :doc:`Owner ` - * :doc:`State ` - * :doc:`Group ` - * :doc:`Priority ` - * :doc:`Tags ` diff --git a/snippets/ui-protip-message-editor-features.rst b/snippets/ui-protip-message-editor-features.rst deleted file mode 100644 index 20bc81f3..00000000 --- a/snippets/ui-protip-message-editor-features.rst +++ /dev/null @@ -1,14 +0,0 @@ -.. tip:: **🖱️ UI Protip** - - * The message editor supports 📋 copying-and-pasting - (or dragging-and-dropping) of **🔤 rich text**, **🌄 images** - and **📎 file attachments**. - * Use the built-in :doc:`keyboard shortcuts - ` to apply rich text formatting or select - text and use a formatting option from the bubble menu which shows up after - selecting text. - - .. figure:: /images/basics/editor-bubble-menu.png - :alt: Screenshot shows editor bubble menu to format text. - * Use the 🗊 icon next to the ticket title to copy the ticket number to your - clipboard (including ticket hook; e.g. ``Ticket#50071``).