diff --git a/include/i18n/en_US/help/tips/staff.addnew_department.yaml b/include/i18n/en_US/help/tips/staff.addnew_department.yaml
index 18f7d39d0a431985ac00afd0b4c8ac5e358a208e..6e57e6a781bc75930e762a413a38ce7f71aec568 100644
--- a/include/i18n/en_US/help/tips/staff.addnew_department.yaml
+++ b/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.)
diff --git a/include/i18n/en_US/help/tips/staff.addnew_groups.yaml b/include/i18n/en_US/help/tips/staff.addnew_groups.yaml
index d42727d734ce46cff43b23ae49d6a82498e339b7..ab01c7c97be32db780f5c26c307119db008aa7b9 100644
--- a/include/i18n/en_US/help/tips/staff.addnew_groups.yaml
+++ b/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
diff --git a/include/i18n/en_US/help/tips/staff.addnew_staff.yaml b/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
index 95f51242de9f16c5c2c3f0f91cbc84e4a2cedae4..485b1fb56e4275f189b3170696f4d26f6d65ea2c 100644
--- a/include/i18n/en_US/help/tips/staff.addnew_staff.yaml
+++ b/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
diff --git a/include/i18n/en_US/help/tips/staff.departments.yaml b/include/i18n/en_US/help/tips/staff.departments.yaml
index ca5936104f23c00ac5b1547e0a600036c2aff9fc..782aa58ec5a0c44d6054c37b4c7b5f16109744d5 100644
--- a/include/i18n/en_US/help/tips/staff.departments.yaml
+++ b/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
diff --git a/include/i18n/en_US/help/tips/staff.team_form.yaml b/include/i18n/en_US/help/tips/staff.team_form.yaml
index 07b028eeef76e9c50eafcd9d065953f50fcbeba2..6a712735d16b9548cd874754a63518923e509cbb 100644
--- a/include/i18n/en_US/help/tips/staff.team_form.yaml
+++ b/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.