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Merged
ralf401 merged 1 commit into from
Apr 8, 2026
Merged

Maintenance: Fix broken link #523

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6 changes: 4 additions & 2 deletions basics/work-with-tickets.rst
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Original file line number Diff line number Diff line change
Expand Up @@ -217,7 +217,9 @@ Change Customer
Monitoring Ticket Escalations
-----------------------------

Service Level Agreements (SLAs) ensure timely responses to customer requests. Your administrator sets these goals - such as responding to all inquiries within eight hours - with optional custom deadlines for specific customers. When such
Service Level Agreements (SLAs) ensure timely responses to customer requests.
Your administrator sets these goals - such as responding to all inquiries within
eight hours - with optional custom deadlines for specific customers. When such
a deadline is passed, the ticket escalates.

Zammad notifies you by default when tickets approach or exceed their deadlines.
Expand All @@ -244,7 +246,7 @@ configuration:
The SLA feature requires a configuration from your admin. In case you don't see
escalation timestamps, either the ticket is not SLA-relevant or the feature is
not configured. Admins can refer to the
:admin-docs:`SLA configuration documentation </manage/slas/index.html>`.
:admin-docs:`SLA configuration documentation </manage/slas.html>`.

Highlight Text in a Ticket
--------------------------
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20 changes: 10 additions & 10 deletions locale/user-docs.pot
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Expand Up @@ -8,7 +8,7 @@ msgid ""
msgstr ""
"Project-Id-Version: Zammad User Documentation pre-release\n"
"Report-Msgid-Bugs-To: \n"
"POT-Creation-Date: 2026-04-01 14:03+0200\n"
"POT-Creation-Date: 2026-04-08 11:01+0200\n"
"PO-Revision-Date: YEAR-MO-DA HO:MI+ZONE\n"
"Last-Translator: FULL NAME <EMAIL@ADDRESS>\n"
"Language-Team: LANGUAGE <LL@li.org>\n"
Expand Down Expand Up @@ -2356,43 +2356,43 @@ msgstr ""
msgid "Service Level Agreements (SLAs) ensure timely responses to customer requests. Your administrator sets these goals - such as responding to all inquiries within eight hours - with optional custom deadlines for specific customers. When such a deadline is passed, the ticket escalates."
msgstr ""

#: ../basics/work-with-tickets.rst:223
#: ../basics/work-with-tickets.rst:225
msgid "Zammad notifies you by default when tickets approach or exceed their deadlines. Configure these notifications in your :doc:`profile settings </extras/profile-and-settings>`. Zammad also ships a default overview called \"Escalated Tickets\". This overview includes already escalated tickets and tickets which are expected to escalate within the next 10 minutes."
msgstr ""

#: ../basics/work-with-tickets.rst:229
#: ../basics/work-with-tickets.rst:231
msgid "SLA-relevant tickets display a timestamp in the ticket detail header. Hover over this timestamp to see all escalation stages and deadlines in a popup. It shows all upcoming or reached escalation times based on your SLA configuration:"
msgstr ""

#: ../basics/work-with-tickets.rst:None
msgid "Screenshot showing hovering over escalation note and getting more detailed escalation information."
msgstr ""

#: ../basics/work-with-tickets.rst:239
#: ../basics/work-with-tickets.rst:241
msgid "The escalation times are calculated based on your business hours. This means when your business hours start at 9:00, a ticket is created at 7:00 and you have an 1-hour deadline, it will escalate at 10:00, unless resolved earlier."
msgstr ""

#: ../basics/work-with-tickets.rst:244
msgid "The SLA feature requires a configuration from your admin. In case you don't see escalation timestamps, either the ticket is not SLA-relevant or the feature is not configured. Admins can refer to the :admin-docs:`SLA configuration documentation </manage/slas/index.html>`."
#: ../basics/work-with-tickets.rst:246
msgid "The SLA feature requires a configuration from your admin. In case you don't see escalation timestamps, either the ticket is not SLA-relevant or the feature is not configured. Admins can refer to the :admin-docs:`SLA configuration documentation </manage/slas.html>`."
msgstr ""

#: ../basics/work-with-tickets.rst:250
#: ../basics/work-with-tickets.rst:252
msgid "Highlight Text in a Ticket"
msgstr ""

#: ../basics/work-with-tickets.rst:252
#: ../basics/work-with-tickets.rst:254
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/work-with-tickets.rst:256
#: ../basics/work-with-tickets.rst:258
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:268
#: ../basics/work-with-tickets.rst:270
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 ""

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