Fixes #470 - Tweak user docs

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

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 <ticket_settings>`
-   (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 -

advanced/tabs.rst

@@ -22,7 +22,7 @@ all unsaved changes are automatically backed up to the server.
 
 .. tip:: **🖱️ UI Protip**
 
-   * :doc:`Ticket states </basics/service-ticket/settings/state>` are
+   * :doc:`Ticket states </basics/ticket-basics>` are
      **color-coded:**
 
      .. include:: /snippets/ticket-state-type-circles.rst

advanced/ticket-actions.rst

@@ -1,9 +1,8 @@
 Ticket Actions
 ==============
 
-In the :doc:`servicing tickets section </basics/service-ticket>` 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:

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 <find-tickets>` and
+:doc:`how to work with them <work-with-tickets>`.

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-

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 </extras/profile-and-settings>`.
+
+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 </extras/ai-features>` 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 </advanced/search>` 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 <create-tickets>` or
+:doc:`work with existing <work-with-tickets>` tickets.