# # This is popup help messages for the Admin Panel -> Manage -> Help Topic # # Fields: # title - Shown in bold at the top of the popover window # content - The body of the help popover # links - List of links shows below the content # title - Link title # href - href of link (links starting with / are translated to the # helpdesk installation path) # # The key names such as 'helpdesk_name' should not be translated as they # must match the HTML #ids put into the page template. # --- help_topic_information: title: Help Topic Information content: > <span class="doc-desc-title">Help Topics</span> guide what information is gathered from Users and how tickets are routed or assigned. topic: title: Topic Name content: > Unique Help Topic name. status: title: Status content: > If disabled, this <span class="doc-desc-title">Help Topic</span> will not be available. type: title: Type content: > If a <span class="doc-desc-title">Help Topic</span> is labeled as Private, it will only be available for Agents to choose when an Agent opens a new Ticket under the Staff Panel. parent_topic: title: Parent Topic content: > Select the Parent Topic to which this <span class="doc-desc-title">Help Topic</span> will belong. The Parent Topic will appear first in the listing with this <span class="doc-desc-title">Help Topic</span> listed behind the parent. custom_form: title: Custom Form content: > Custom Forms will help you acquire more specific information from Users that are relevant to this <span class="doc-desc-title">Help Topic</span>. links: - title: Manage Custom Forms href: /scp/forms.php priority: title: Priority content: > Select the Priority assigned to new tickets related to this <span class="doc-desc-title">Help Topic</span>. <br><br> Ticket Filters can override new ticket Priority. department: title: Department content: > Choose Department to which new tickets under this Help Topic will be routed. links: - title: Manage Departments href: /scp/departments.php sla_plan: title: SLA Plan content: > Choose SLA plan associated with this <span class="doc-desc-title">Help Topic</span>. <br><br> This selection will override any selected Department's SLA plan links: - title: Manage SLA Plans href: /scp/slas.php thank_you_page: title: Thank-You Page content: > Choose the Thank-You Page to which a User is directed after opening a Ticket under this <span class="doc-desc-title">Help Topic</span>. links: - title: Manage Thank-You Pages href: /scp/pages.php auto_assign_to: title: Auto-assign New Tickets content: > Optionally choose an Agent or Team to auto-assign tickets opened with this <span class="doc-desc-title">Help Topic</span> <br><br> Ticket Filters can override assignment. links: - title: Manage Staff and Teams href: /scp/staff.php ticket_auto_response: title: Ticket Auto-response content: > If checked, the setting will disable new ticket auto-responses for this <span class="doc-desc-title">Help Topic</span>. <br><br> This overrides the autoresponder setting for the <span class="doc-desc-title">Department</span> as well as global <span class="doc-desc-title">Autoresponder settings</span>. links: - title: Autoresponder Settings href: /scp/settings.php?t=autoresp custom_numbers: title: Custom Ticket Numbers content: > Choose "Custom" here to override the system default ticket numbering format for tickets created in this help topic. See the help tips on the Settings / Tickets page for more details on the settings.