Draft: Feat #985: Add 'Start with Zammad' guide

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guides/additional-customization.rst

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+Additional Customization
+========================
+
+You can find useful customization options on this page. They mainly refer to
+the actual section in the documentation and should give you an idea what could
+be useful.
+It is recommended to follow the basic configuration of Zammad first, as
+described in the :doc:`start-with-zammad` section.
+
+Create Custom Field
+-------------------
+
+Zammad allows you to easily add new fields for different objects like tickets
+users and groups. You want to have a ticket category field where your agents
+can select from pre-defined categories? No problem! You can even set it to
+required to have a proper base for statistics.
+
+Head over to the :doc:`object attributes page </system/objects>` where it is
+explained in detail.
+
+.. or watch the video about how to create a mandatory category field for tickets.
+.. ADD VIDEO HERE.
+
+Set Up Automation
+-----------------
+
+There are different ways in Zammad how to automate things. Namely
+:doc:`triggers </manage/trigger>`, :doc:`schedulers </manage/scheduler>` and
+:doc:`macros </manage/macros>`. In simple terms, the execution of a trigger is
+action based, the execution of a scheduler job is time based and the execution
+of a macro is done manually (without a condition).
+
+By default, there is already one active trigger which sends out auto-reply
+emails to customers after they contacted you in a new support case. You can even
+define in the channel configuration, to which group specific messages should be
+dispatched to and what attributes you want to set for those tickets. You can
+find it in the :doc:`Filter </channels/email/filters>` tab in the email based
+channels.
+
+.. The following video shows three examples:
+
+.. - An automatic deletion of old tickets and customers via scheduler
+.. - An email rule (postmaster filter) for a specific customer
+.. - A trigger to increase priority for tickets when a specific organization member
+..   is involved.
+
+.. ADD VIDEO HERE.
+
+Add Text Modules
+----------------
+
+:doc:`Text modules </manage/text-modules>` are a nice time saver for your agents.
+In case they answer similar questions over and over again and/or you want to
+unify their answers, add text modules for that. Your agents can then fetch a
+text by typing :kbd:`:` :kbd:`:` in the editor, followed by the name or content
+of the text module. You can even use variables to automatically include ticket-
+or customer specific text like ticket title or customer name. Just type
+:kbd:`:` :kbd:`:` in the text module content editor to search for available
+variables.
+
+.. The video shows how to create a text module, including usage of variables and
+.. how it works for agents when dealing with a ticket.
+
+.. ADD VIDEO HERE.
+
+Enable Checklist Feature
+------------------------
+
+Zammad's :doc:`checklist feature </manage/checklist>` allows you to keep track
+of certain tasks in a ticket. The feature allows you to create checklist
+templates and link to other tickets as checklist item too. In case an agent
+wants to close a ticket which still has open checklist items, a dialog asks
+if the agents really wants to close it.
+
+.. See how to set it up, create a template and reference to another ticket in a
+.. checklist item in the video.
+
+.. ADD VIDEO HERE.
+
+Add AI Agents
+-------------
+
+:doc:`AI agents </ai/ai-agents>` can work on specific routine tasks and relieve
+your agents so they can concentrate on more important things. To break the
+configuration down:
+
+- Prerequisite: add an AI provider
+- Create an AI agent with the type of task you want to delegate
+- Call the AI agent in a trigger or scheduler job
+
+.. The video shows an example of how to set up an AI agent which rewrites the
+.. title of a ticket. A use case for this is when your customers often tend to use
+.. generic titles (like "problem") or you receive tickets from a web form which
+.. all have the same title.
+
+.. ADD VIDEO HERE (created).
+
+Next Steps
+----------
+
+Depending on your use case, you might want to adjust more things. Have a look
+at the left navigation menu where you can find a detailled explanation of
+all features in Zammad.
+
+- To provide more ways for your customers to contact you, add additional
+  channels like :doc:`/channels/whatsapp/index` and :doc:`/channels/sms`.
+- Leverage productivity by:
+
+   - Automate additional things via :doc:`/manage/trigger`,
+     :doc:`/manage/scheduler` and :doc:`/manage/macros`
+   - Use additional :doc:`AI features </ai/provider>` to relieve your agents so
+     they can focus on more important tasks.
+
+- In case you want to bill the support provided, use the
+  :doc:`time accounting </manage/time-accounting>` feature
+- Add and customize your :doc:`overviews </manage/overviews>` for agents. This
+  is useful for team leaders or in case your needs are not covered by the
+  default overviews.
+- And don't forget to sign up for our
+  `cloud services <https://zammad.com/en/pricing>`_ or get in touch with our
+  `sales colleagues <https://zammad.com/en/pricing>`_ about a support contract
+  for self-hosting Zammad.

guides/start-with-zammad.rst

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+Start With Zammad
+=================
+
+This page covers a guide about how to configure basic settings in Zammad. To
+find more details about the features and their configuration, have a look at
+the navigation menu or follow the provided links.
+
+What is Zammad?
+---------------
+
+Zammad is a ticketing and helpdesk software which helps you manage your
+communication with customers and internal departments. Like a shared inbox
+with superpowers. Even without advanced configuration, Zammad helps you working
+much more structured and transparent and avoids duplicate work. If you deal with
+third party communication with more than one person (which is not recommended,
+though), Zammad is your go-to solution and improves your communication a lot.
+
+Concept
+-------
+
+It is all about tickets. A ticket is a central entity which holds all information
+of a customer request in one place. Such a ticket is created when someone
+gets in touch with you by sending a message or manually by support agents when
+they receive a call from a customer. A ticket includes every conversation part
+as an article.
+
+Zammad can be invisible to customers and doesn't require your customers to use
+the system at all (but they can, if you allow them to). You just connect a
+communication channel and the customer requests are created as tickets in Zammad.
+
+Your colleagues who work on tickets are called agents in Zammad. By default,
+Zammad ships three roles. Two of them are for internal users (admin, agent).
+When a new tickets gets created and the email address is not yet known to Zammad,
+it automatically creates a user with the customer role, which is the third one.
+
+The relation between users, roles and groups should be clear when you follow
+this guide. However, you can find a visual representation in the following
+image. If this is confusing for you currently, just ignore it and read on in
+this page.
+
+.. figure:: /images/guides/roles-permissions.svg
+
+And just a note at this point so you are aware: Zammad allows you to automate
+many tasks. Keywords are :doc:`/manage/trigger`, :doc:`/manage/scheduler` and
+:doc:`/manage/macros`. However, we recommend to follow this guide first and
+then do the advanced configuration.
+
+Basic Setup
+-----------
+
+Follow the steps below for a simple setup of Zammad. You can add some
+information via getting started wizard or skip the steps and configure it
+afterwards.
+
+The guide assumes your Zammad is not yet configured. In case you see the
+getting started wizard, provide as much information as you desire or skip it
+for later configuration.
+
+.. The video below shows an example with providing minimal information in the wizard.
+.. ADD VIDEO HERE.
+
+Company Details
+^^^^^^^^^^^^^^^
+
+The basic customization step in Zammad is to add your company name and your
+logo. If not already set in the getting started wizard, visit Zammad's admin
+settings and go to *Settings > Branding* to adjust it. Additional information
+on this topic can be found in the
+:doc:`branding settings section </settings/branding>`.
+
+Create Groups
+^^^^^^^^^^^^^
+
+A group in Zammad typically represents a department of a company. You can define
+which agent has access to which group and define permissions. A group can
+have a specific email address and department name. Use the default shipped
+**Users** group by renaming it.
+At this point, just add your groups and give them a fitting name. Create A
+structure in case you need it by setting parent groups. It is totally fine to
+stay with one group too, of course.
+
+.. You can find a video about a simple group and role configuration in the next
+.. section.
+
+Create or Modify Roles
+^^^^^^^^^^^^^^^^^^^^^^
+
+Zammad comes with three pre-defined :doc:`roles </manage/roles/index>` for
+customers, agents and admins. A user can have one or more roles assigned. In a
+role, you can define the application permissions (what areas/features are
+accessible) as well as the access level to groups (read, create, change,
+overview, full). These three roles should cover standard scenarios. In case you
+wonder which additional roles could make sense, here are some examples:
+
+- Team leader
+- Reporting person
+- Knowledgebase editor
+
+You can assign application and group permissions to a specific user as well. In
+case you expect more than one person with specific permissions, creating a role
+may be a good idea.
+
+.. ADD VIDEO HERE.
+
+Connect Email Accounts to Zammad
+^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
+
+Depending on your used email system, follow the actual guide for it:
+
+- :doc:`Standard IMAP/SMTP </channels/email/index>`
+- :doc:`M365 Graph </channels/microsoft365-graph/index>`
+- :doc:`M365 IMAP </channels/microsoft365/index>`
+- :doc:`Google Email </channels/google/index>`
+
+After adding an email channel, create one or more signatures. You can use one
+signature for many groups or create different signatures, depending on your
+company's department structure.
+
+.. The following video shows a dummy email channel configuration as well as adding
+.. email adresses and signatures to different groups.
+
+.. ADD VIDEO HERE.
+
+Configure Groups
+^^^^^^^^^^^^^^^^
+
+After setting up an email based channel, a revisiting of the groups is
+indicated. Go to *Manage > Groups*, select each group and set an outbound email
+adress as well as a signature.
+
+Create Agent Accounts
+^^^^^^^^^^^^^^^^^^^^^
+
+Create a :doc:`user </manage/users/index>` for each of your support agents by
+going to the first steps section and use the
+**Invite agents/colleagues to help working on tickets** function. You can find
+it by activating the **Dashboard** on the taskbar and switch to the
+**First Steps** tab.
+Make sure to assign the right role to each of the agents.
+This step sends out invitation emails to your agents.
+
+.. ADD VIDEO HERE.
+
+Further Steps
+-------------
+
+At this stage, you are ready to use Zammad in production and take advantage of
+the collaboration and organization features. To customize it further,
+follow the :doc:`additional customization guide <additional-customization>` or
+read on in the specific documentation sections.