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Hi,

we're currently evaluation Zammad and therefore I'm currently googling a lot of Zammad related stuff. Unfortunately, many Google results lead to documentation links that no longer exist. For example the query "zammad working ticket" leads to these results:

1. https://zammad-user-documentation.readthedocs.io/en/latest/working-ticket.html [404]
2. https://zammad-user-documentation.readthedocs.io/en/latest/working-ticket-links.html [404]
3. http://docs.zammad.org/en/latest/general-ticket.html [404]
4. https://github.com/zammad/zammad-user-documentation/blob/master/zammad-ticket-edit.rst [works]
5. zammad/zammad#2068 [works]
6. https://readthedocs.org/projects/zammad-user-documentation-english/downloads/pdf/latest/ [404]
7. (rest are github links)

Would it be possible to add redirects for these URLs that point to the correct links? This would make it a lot less frustrating to search for Zammad documentation :)

• Update the screenshots

Helping agents on how to use quotation may be helping a lot for reducing long mail bodies were they do not bring any benefit.

During my rework of the email channel within the admin documentation I noticed that we don't have the quoting functionality described.

We need to add this so I can reference to it within the admin documentation.
(as I won't explain user related stuff within the admin docs :) )

Hi

I have been looking through the docs to see if this is possible. Please add this scenario to the docs if it is possible, if not just let me know.

My customers contacts me via Ebay or other sites where I sell my stuff. So there is no direct email exchange or phone conversations. Therefor setting emails or phone stuff is totally useless in my use case, still I want to use Zammad to record my interactions with the buyers, because it is very hard to keep track of this stuff across multiple sites.

Here is a simple situation

• Buyer uses Ebay to contact me
• I create a ticket in Zammad
• I add both the buyer's initial ticket and my own response there. I later paste my response back in those commercial site's ccommunication pages.
• So far so good
• Now the customer contacts me the second time about the same issue but with more stuff
• I can't find a way to add second response from the customer in Zammad and I do not want to create a new ticket, since it is the same ticket as the initial one.

Is this workflow possible ?

Why?

The need for a dedicated mobile view of Zammad arose from the everchanging life on the go. Even though the desktop application might be responsive enough for small screens, it proved to be too cluttered and was simply not designed primarily for mobile devices.

By limiting the amount of information to only the most important, the new mobile view strives to provide you, the user, more focused window into your daily tasks. All packaged in a touch-friendly and modern design with great user experience, of course!

What?

Mobile view has some exclusive features:

• Innovative Zammad UX
• Next-level accessibility
• Ready for multi-device usage
• Progressive web app (PWA) support

What not?

Mobile view is also currently missing some features which are provided by the desktop view:

• Ticket Article Time Accounting
• Ticket Article Split Action
• Linked Tickets & Ticket Link Action
• Ticket Macros
• Ticket History
• Ticket Create Templates

Additionally, certain features were intentionally ommitted in order to improve the focus on important information:

• Most Management Features (except ticket user and organization management)
• Most Knowledge Base Features (except ticket integration)
• Most User Profile Functions (except avatar and language preferences)

How?

Zammad now implements a mobile device detection, which results in automatic redirection to mobile view. Even with this mechanism in place it's possible to explicitly switch between the views by using app links:

• Continue to desktop link in mobile view login screen
• Continue to desktop button in mobile view account overview
• Continue to mobile link in desktop view login screen
• Continue to mobile link in desktop view user avatar dropdown menu

Whenever an app link is used, the choice will be remembered by the user's device and the next time the redirection will behave accordingly.

To properly test the new mobile view, try to access your Zammad instance on a mobile device and log into your account. Then, try to do your common daily tasks:

• Manage & use your ticket overviews
• Search for existing records
• Create a new ticket
• Reply in an already existing ticket
• Modify certain ticket attributes
• Modify certain customer attributes
• Modify certain organization attributes

NOTE: We intentionally do not provide specific instructions and comprehensive documentation for the mobile view! The overall UX should be intuitive and self-explanatory in most cases.

There is a state not mentioned in https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/state.html
In German it is called "zusammengeführt", which would roughly translate to "merged".

There is no documentation on how to delete articles. Please add something. The feature is very fuzzy and we need some details available.

A customer pointed out that the existing hard limits for search results should be pointed out within the user documentation. This should help reducing issues.

Unlike our documentation states, text highlights are not user specific.
user-docs.zammad.org/en/latest/basics/service-ticket/settings.html#highlighting-ticket-text

• Time Accounting
  • Units
  • Activity Types

Right now the user documentation is missing the documentation of using Macros.
How to configure and use Macros can be found within the admin-documentation. At least the usuage part should move to user-docs.

zammad-user-documentation/zammad-ticket-edit.rst:80: WARNING: image file not readable: images/gettingstarted/zammad-ticket-edit--Ticket-Settings.jpg

Those special characters are and need to be escaped:

&& || ! ( ) { } [ ] ^ " ~ * ? :

Also add a remark that ! and () can't be used within search, as those are reserved as well.

There is an outdated link in the README file: http://docs.readthedocs.io/en/latest/_themes/sphinx_rtd_theme/demo_docs/source/demo.html

Consider updating or removing it.

With Serbian translation now on par with other languages, consider publishing it along the rest of the supported languages.

Note that currently the language code for Serbian (Cyrillic) used by Weblate is sr_Cyrl, however ReadTheDocs supports only sr. This code is hardcoded both in the locale path and the translation file, so we might need to think outside of box here in order to alias it to correct value. As far as I could tell, ReadTheDocs configuration does not support any language overrides which are normally done via web interface, so we should try to find a solution on the other side (Weblate).

zammad-user-documentation/extras/knowledge-base.rst

--> this part is not translated in german yet

The User Documentation currently is missing hints to the text modules (not in administration senses), we should expand that.

I would like to add URL's redirecting to our gitlab projects in some organizations's note (clients) but for some reasons I cannot paste some URL's...

Example : https://gitlab.makina-corpus.net/Produits/geotrek/clients/pn-vanoise

Extend caller log documentation to reflect a new default behavior that opens the user profile within the last 30 days.

Add some information, how accounted time is shown in the ticket. Example with 2 or more accounted types.

See here for more details.

https://user-docs.zammad.org/en/latest/advanced/search.html

the first search-string example "customer: some name" is not working. Nothing is found when searching for this string. It needs to be e.g.:
customer.firstname: John
customer.lastname: Doe

"Copy ticket number" functionality has been introduced.
This basically outdated 95% of all screenshots and screencasts on the documentation.

Due to missing time resources updating them as pre-release task was skipped (estimated ~ 16 hours work time requirement)

KB granular permissions setup logic will change in 6.3. It will ensure restricted admins cannot get conflicting permissions. E.g. if user is editor at higher level in KB structure, more restrictive permission cannot be assigned at lower level.

zammad/zammad#4893

The owner page ( https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/owner.html ) should also have a short hint on notification settings.

e.g.:
If you set the ticket owner, the number of users receiving ticket update notification changes.

A customer pointed out that several links pointing to the SLAs were broken.

Some examples:

1. https://user-docs.zammad.org/en/latest/basics/service-ticket/settings/priority.html#but-what-does-it-do-and-how-should-i-use-it
2. https://user-docs.zammad.org/en/latest/basics/service-ticket/follow-up.html#keeping-an-eye-on-escalations

should be pointing to https://admin-docs.zammad.org/en/latest/manage/slas/index.html

It's "Textbausteine". Same goes for the main software.

I would love to send a PR but with transifex it is just not worth the time.
It's not even possible to grep for that string in order to check in which repo contains it for the web application....

s/Text Baustein/Textbaustein/g

Zammads reporting function currently completely is missing with the documentation.

zammad/zammad#4591

• It's now possible to reset the personal notifications setting to the configured system default.

@mgruner , Can I add Chinese (zh_CN) translation to the user manual in Weblate? Let me merge my previous translations, thanks.

Check if containers are the right place for the information.

Explanations about the colours of the tickets are missing. It is really important to keep track on the tickets and to keep the overview in the overview. Therefore the following explanations should be included:

• the "traffic light system" (green circle = closed etc.)
• why a circle "flashes" (= new processing)
• Priorities and their different colors in overviews

After the new design is merged, we need to update the "Ticket Details" section in Mobile View documentation to reflect changes.

An example with test data looks like this:

Repo: zammad-user-documentation
URL: https://user-docs.zammad.org/en/latest/
Title: Zammad Agent Documentation

General documentation for the use of the channel "SMS"

there are several images showing german content, which need to be replaced.
Please checkout the current version, and change the images underneath

images/gettingstarted

Please store them using an english filename and dont forget to change the reference in the corresponding *.rst file(s) where the image is shown.

Thanks

Hey there!
I'm looking forward to translate the user documentation to brazilian portuguese, can someone point me in the right direction on how to do it?
I intend on sharing with the community once it is complete of course.

If using .keyword one can run exact searches on strings. This allows to find only relevant information in case one happens to search a string that's possibly a substring of other strings.