From f13fce4efa50e2df0d6e7dfcf453c7cfbf026b41 Mon Sep 17 00:00:00 2001 From: Damian Parrino Date: Mon, 12 Jul 2021 14:44:32 -0300 Subject: [PATCH] help: Rewrite "Resolve a topic" documentation to be more complete. Co-authored-by: Alya Abbott Co-authored-by: Tim Abbott --- templates/zerver/help/resolve-a-topic.md | 83 +++++++++++++++++------- 1 file changed, 60 insertions(+), 23 deletions(-) diff --git a/templates/zerver/help/resolve-a-topic.md b/templates/zerver/help/resolve-a-topic.md index 2f05a3f970..9dd94946d1 100644 --- a/templates/zerver/help/resolve-a-topic.md +++ b/templates/zerver/help/resolve-a-topic.md @@ -1,29 +1,56 @@ # Resolve a topic -Zulip's topics are ideal for discussing workflow, including support, -issues, production errors, and much more. +Zulip's [topics](/help/about-streams-and-topics) are very +helpful for customer support, answering questions, investigating +issues and production errors, and other workflows. -Resolving topics can support workflow in a variety of ways, and it's -common to have different policies on using it for different streams -even within an organization. A common approach is support contexts is -to mark topics as resolved when one would close a support ticket, -either because the question was answered, or because investigation is -complete and remaining work has been transferred to an external issue -tracker. +Resolving topics makes it easy to track the status of each question, +investigation, or notification. Marking a topic as resolved: -Marking a topic as resolved renames it (`example topic` becomes `✔ -example topic`) and triggers an automated message from Notification -Bot explaining that you resolved the topic. +* Puts a ✔ at the beginning of the topic name, e.g. `example topic` + becomes `✔ example topic`. +* Triggers an automated message from Notification Bot indicating that + you resolved the topic. +* Changes whether the topic appears when using the `is:resolved` and + `-is:resolved` [search operators](/help/search-for-messages). -Users can resolve/unresolve topics when they have permission to edit -the topic. Organization administrators can [configure who can edit -topics](/help/configure-who-can-edit-topics), or turn off message +Marking a topic as unresolved removes the ✔ and also triggers a +Notification Bot message. + +It's often helpful to define a policy for when to resolve topics that +fits how topics are used in a given stream. Here are some common +approaches for deciding when to mark a topic as resolved: + +* **Support**: When the support interaction is complete. Resolving + topics is particularly useful for internal support teams that might + not need a dedicated support ticket tracker. +* **Issues, errors and production incidents**: When investigation or + incident response is complete, and any follow-up work has been + transferred to the appropriate tracker. +* **Workflow management**: What the work described in the topic is + complete and any follow-ups have been transcribed. +* **Answering questions**: When the question has been fully answered, + and follow-ups would be best discussed in a new topic. + +Users can resolve and unresolve a topic if they have permission to edit +topics. Organization administrators can [configure who can edit +topics](/help/configure-who-can-edit-topics) or turn off message editing entirely. See the [guide to message and topic -editing](/help/configure-message-editing-and-deletion) for the details +editing](/help/configure-message-editing-and-deletion) for details on when topic editing is allowed. ## Mark a topic as resolved +### Via the message recipient bar + +{start_tabs} + +1. Click on the **✔** icon to mark an unresolved topic as resolved. + +{end_tabs} + +### Via the left sidebar + {start_tabs} {!topic-actions.md!} @@ -34,6 +61,16 @@ on when topic editing is allowed. ## Mark a topic as unresolved +### Via the message recipient bar + +{start_tabs} + +1. Click on the **✔** icon to mark a resolved topic as unresolved. + +{end_tabs} + +### Via the left sidebar + {start_tabs} {!topic-actions.md!} @@ -42,9 +79,6 @@ on when topic editing is allowed. {end_tabs} -Marking a topic as unresolved edits its name to remove the `✔ ` and -triggers an automated message from Notification Bot explaining that -you unresolved the topic. ## Details @@ -53,14 +87,17 @@ you unresolved the topic. human users will likely only send messages to the resolved topic. * [Integrations](/integrations) will usually send new messages to the original topic (`example topic`) after a topic is resolved. This is - useful for alerting integrations, where a repeat alert might have a - different cause. You can mark the topic as resolved as normal once + useful for alerting integrations, where a repeating alert might have a + different cause. You can mark the topic resolved (as normal) once you've investigated the situation. -* Users can still send messages to a topic after it is resolved; this - is important for thank you messages as well as to discuss whether +* Users can still send messages to a resolved topic; this + is important for _"thank you"_ messages and to discuss whether the topic was incorrectly marked as resolved. ## Related articles * [Rename a topic](/help/rename-a-topic) +* [Move content to another topic](/help/move-content-to-another-topic) +* [Restrict topic editing](/help/configure-who-can-edit-topics) +* [Configure message editing and deletion](/help/configure-message-editing-and-deletion) * [API documentation for resolving topics](/api/update-message)