Help tip review on staff tab

include/i18n/en_US/help/tips/staff.addnew_department.yaml

@@ -28,53 +28,51 @@ name:
 type:
     title: Type
     content: >
-        Select Private if the Department will only be pertinent to matters among
-        other Agents. Additionally, when labelled as Private, the Email Signature
+        Select Private if you do not want the Department assignment 
+		visible to the user from the Client Portal. 
+        Additionally, when labelled as Private, the Email Signature
         will not display in replies.
 
 email:
     title: Email
     content: >
-        Email Address assigned to this Department. When Tickets are assigned to
-        this Department, for example, it is this Email Address from whom the Client
-        will receive an Auto-Response Email.
+        Email Address used when responses are sent to users from Agents or assigned staff on tickets in this department. 
 
 template:
     title: Template
     content: >
-        Template Set used for Auto-Responses, Alerts & Notices for all Tickets
+        Template Set used for Auto-Responses and Alerts & Notices for all Tickets
         associated with this Department.
 
 sla:
     title: SLA
     content: >
-        Service Level Agreement  for all tickets transferred to Department or
-        auto-assigned by Help Topic. (To create or edit a SLA Plan, see Admin Panel
+        Service Level Agreement for all tickets assigned or transferred to Department. (To create or edit a SLA Plan, see Admin Panel
         -> Manage -> SLA Plans).
 
 group_membership:
     title: Group Membership
     content: >
-        You may optionally choose to extend membership access to Groups (to whom
-        Alerts and Notices will be sent). (To edit Groups, see Admin Panel ->
+        To send Alerts & Notices to groups allowed access to this department from their group access. 
+		Otherwise, only staff assigned to this department will receive Alerts & Notices (if enabled). (To edit Groups, see Admin Panel ->
         Agents (Staff) -> Groups).
 
 auto_response_settings:
     title: Auto-Response Settings
     content: >
-        This allows you to disable New Ticket Auto-Response to Clients and/or New
+        This allows you to disable New Ticket Auto-Response and/or New
         Message Auto-Response to users when creating a ticket in this department.
 
 new_ticket:
     title: New Ticket
     content: >
-        Click the checkbox if do not want an Email automatically sent to the Client
+        Click the checkbox if do not want an email automatically sent to the Client
         when a New Ticket is Opened.
 
 new_message:
     title: New Message
     content: >
-        Click the checkbox if do not want an Email automatically sent when a New
+        Click the checkbox if do not want an email automatically sent when a New
         Message is received.
 
 auto_response_email:
@@ -87,18 +85,13 @@ auto_response_email:
 department_access:
     title: Department Access
     content: >
-        Department Manager and Primary Members will always have access independent
-        of group selection or assignment. To commission an Agent as a Department
-        Manager, you must first add that Agent to the Department by editing that
-        Agent’s Account. (To edit an Agent’s Account, see Admin Panel -> Agent
+        Allow staff members assigned to another department to have access to this deparmtent's tickets. 
+		Staff's access will be limited to their assigned group permissions. Be sure to check the above "Group Membership" if you would also like staff with group access to receive Alerts & Notices.'(To edit an Agent’s Account, see Admin Panel -> Agent
         (Staff) Members -> Choose the Agent to Edit).
 
 department_signature:
     title: Department Signature
     content: >
         Signature is made available as a choice, for Public Departments, on Ticket
-        Reply. What you create here will be an optional Signature that perhaps
-        appears at the end of the Agent’s Ticket Responses. Whether this signature
-        appears or not depends on the Email Template that will be used in a Ticket
-        Response. (To create email templates, see Admin Panel -> Emails ->
-        Templates ).
+        Reply. (To create email templates, see Admin Panel -> Emails ->
+        Templates.)

include/i18n/en_US/help/tips/staff.addnew_groups.yaml

@@ -28,6 +28,7 @@ name:
 status:
     title: Status
     content: >
+	By disabling, staff assigned to the group will be limited in their access to the help desk. 
 
 group_permissions:
     title: Group Permissions

include/i18n/en_US/help/tips/staff.addnew_staff.yaml

@@ -28,28 +28,15 @@ username:
         class="doc-desc-title">username</span> that is unique to your <span
         class="doc-desc-title">Help Desk</span>.
 
-first_name:
-    title: First Name
-    content: >
-        The full name will generally be visible to any Agent/administrator you create on your <span class="doc-desc-title">Help Desk</span>. However, you can choose to hide all Agent names inside of ticket responses in <span class="doc-desc-title">Ticket Settings</span>.
-    links:
-      - title: Hide Agent Names in Ticket Responses
-        href: /scp/settings.php?t=tickets
-
-last_name:
-    title: Last Name
-    content: >
-        The full name will generally be visible to any Agent/administrator you create on your <span class="doc-desc-title">Help Desk</span>. However, you can choose to hide all Agent names inside of ticket responses in <span class="doc-desc-title">Ticket Settings</span>.
-    links:
-      - title: Hide Agent Names in Ticket Responses
-        href: /scp/settings.php?t=tickets
 
 email_address:
     title: Email Address
     content: >
-        This is the Agent’s email that will receive <span
+        Agent's email that will receive <span
         class="doc-desc-title">Alerts</span> from the <span
         class="doc-desc-title">Help Desk</span>.
+		<br><br>
+		Staff can log into the staff control panel with either username or email address. 
 
 phone_number_mobile_number:
     title: Phone Number/Mobile Number
@@ -62,10 +49,10 @@ mobile_number:
 welcome_email:
     title: Welcome Email
     content: >
-        Enable this to send the new Agent an email with an account access
-        link. By following the link, the Agent will then be able to set
-        their own password. Disable this if you would like to choose a
-        password for them now.
+        Email sent to new Agents with an account access
+        link. By following the link in the sent email, the Agent will then be able to set
+        their own password. To disable, uncheck this box and set password for staff. 
+		You will need to communicated log-in information to new staff.    
 
 account_password:
     title: Account Password
@@ -86,13 +73,15 @@ forced_password_change:
     title: Forced Password Change
     content: >
         Enable this if you would like to force the new Agent to create
-        their own password. <em>Recommended</em>
+        their own password upon next log-in. <em>Recommended</em>
 
 agents_signature:
     title: Agent’s Signature
     content: >
-        Create an optional signature that perhaps appears at
-        the end of the Agent’s ticket responses. Whether this signature appears or not depends on the <span class="doc-desc-title">email template</span> that will be used in a ticket response.
+        Create an optional signature for the Agent which can be selected when sending a response. 
+		
+		
+		 Whether this signature appears or not depends on the <span class="doc-desc-title">email template</span> that will be used in a ticket response.
     links:
       - title: Manage Email Templates
         href: /scp/templates.php
@@ -100,37 +89,26 @@ agents_signature:
 account_status:
     title: Account Status
     content: >
-        If you change the Agent's status to <span
-        class="doc-desc-opt">Locked</span>, then he/she will not be able to
-        log in. If you change the Agent’s status to <span 
-        class="doc-desc-opt">Vacation Mode</span>, the Agent will be able
-        to log in, but will not receive any of his normal <span
-        class="doc-desc-title">Alerts</span> or have any tickets assigned.
+        If the Agent's status is <span
+        class="doc-desc-opt">Locked</span>, they will not be able to
+        log in to the help desk. 
 
 assigned_group:
     title: Assigned Group
     content: >
         The <span class="doc-desc-title">Group</span> that you choose for
         this Agent to belong will decide what permissions the Agent has
-        within the <span class="doc-desc-title">Help Desk</span>. The
-        difference between <span class="doc-desc-title">Teams</span> and
-        <span class="doc-desc-title">Groups</span> is that a <span
-        class="doc-desc-title">Group</span> decides permissions for its
-        Agents, and a <span class="doc-desc-title">Team</span> is simply a
-        collection of Agents with a common purpose.
+        within the <span class="doc-desc-title">Help Desk</span>. 
+		
     links:
       - title: Manage Groups
         href: /scp/groups.php
-      - title: Manage Teams
-        href: /scp/teams.php
-
+      
 primary_department:
     title: Primary Department
     content: >
-        Choose the <span class="doc-desc-title">department</span> in which you would like this Agent to be primarily
-        active. This is necessary if you wish to commission this <span
-        class="doc-desc-title">Agent</span> as the <span
-        class="doc-desc-title">Department Manager</span>.
+        Choose the primary <span class="doc-desc-title">department</span> in this Agent is assigned. 
+		
     links:
       - title: Manage Departments
         href: /scp/departments.php
@@ -162,4 +140,7 @@ directory_listing:
 vacation_mode:
     title: Vacation Mode
     content: >
-        Change the Agent's status to <span class="doc-desc-opt">Vacation Mode</span> if you would like to temporarily suspend any reception of <span class="doc-desc-title">Alerts</span> and ticket assignments.
+		If you change the Agent’s status to <span 
+		class="doc-desc-opt">Vacation Mode</span>, the Agent will be able
+		        to log in, but will not receive any of his normal <span
+		        class="doc-desc-title">Alerts</span> or have any tickets assigned.
\ No newline at end of file

include/i18n/en_US/help/tips/staff.departments.yaml

@@ -24,8 +24,7 @@ name:
 type:
     title: Type
     content: >
-        If the Department’s Type is Private, then that Department only handles
-        matters pertinent among other Agents.
+        If the Department’s Type is Private, then the Department Signature will not be available on response nor will the department assignment show from the Client Portal.
 
 users:
     title: Users
@@ -36,11 +35,7 @@ email_address:
     content: >
 
 dept_manager:
-    title: Dept. Manager
+    title: Department Manager
     content: >
-        You may commission an Agent as a Department Manager by first adding that
-        Agent to the Department, and then choose that Agent as Manager by editing
-        the Department. (To add an Agent to a Department, see Admin Panel -> Staff
-        -> Staff Members; Select the Agent whose account you would like to edit. To
-        commission an Agent as a Department Manager, simply click the Department
-        name below that you would like to edit).
+        You may choose an Agent as a Department Manager to receive Alerts & Notices for tickets in departments. 
+		Agents do not have to be members of the Department to be the Manager of the Department

include/i18n/en_US/help/tips/staff.team_form.yaml

@@ -24,15 +24,23 @@ team_information:
 name:
     title: Name
     content: >
-
+	Name of Team visible in the drop down when configuring auto-assignement of Help Topics or Ticket Filters. 
+	Team Name will also show as an option when assigning from Ticket Thread. 
 status:
     title: Status
     content: >
+	If Disabled, Team will not be available for ticket assignments nor receive Alerts & Notices on previous assignments. 
 
 team_lead:
     title: Team Lead
     content: >
+	Assign Team Lead where applicable. You can also set Alerts & Notices to be sent to only Team Lead or both Team Lead and Team Members. 
 
+    links:
+      - title: Manage Alerts & Notices
+        href: /scp/settings.php
+		
 assignment_alerts:
     title: Assignment Alerts
     content: >
+	Disable Global Alerts & Notices from being sent to Team for New Ticket Assignment Alerts.