mirror of https://github.com/zulip/zulip.git
116 lines
3.8 KiB
Markdown
116 lines
3.8 KiB
Markdown
# Resolve a topic
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Zulip's [topics](/help/streams-and-topics) are very
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helpful for customer support, answering questions, investigating
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issues and production errors, as well as other workflows.
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Resolving topics makes it easy to track the status of each question,
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investigation, or notification.
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Marking a topic as resolved:
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* Puts a ✔ at the beginning of the topic name, e.g. `example topic`
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becomes `✔ example topic`.
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* Triggers an automated notice from the [notification
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bot](/help/configure-notification-bot) indicating that
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you resolved the topic. This message will be marked as unread
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only for users who had participated in the topic.
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* Changes whether the topic appears when using the `is:resolved` and
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`-is:resolved` [search operators](/help/search-for-messages).
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Marking a topic as unresolved removes the ✔ and also triggers an
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automated notice from the notification bot.
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It's often helpful to define a policy for when to resolve topics that
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fits how topics are used in a given stream. Here are some common
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approaches for deciding when to mark a topic as resolved:
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* **Support**: When the support interaction is complete. Resolving
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topics is particularly useful for internal support teams that might
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not need a dedicated support ticket tracker.
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* **Issues, errors and production incidents**: When investigation or
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incident response is complete, and any follow-up work has been
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transferred to the appropriate tracker.
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* **Workflow management**: When the work described in the topic is
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complete and any follow-ups have been transcribed.
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* **Answering questions**: When the question has been fully answered,
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and follow-ups would be best discussed in a new topic.
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Users can resolve and unresolve a topic if they have permission to edit
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topics. Organization administrators can [configure who can edit
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topics](/help/configure-who-can-edit-topics) or turn off message
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editing entirely. See the [guide to message and topic
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editing](/help/configure-message-editing-and-deletion) for details
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on when topic editing is allowed.
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## Mark a topic as resolved
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{start_tabs}
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{tab|desktop-web}
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{!topic-actions.md!}
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1. Select **Mark as resolved**.
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!!! tip ""
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You can also click on the **✔** icon in the message recipient bar to
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mark an unresolved topic as resolved.
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{tab|mobile}
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{!topic-long-press-menu.md!}
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1. Tap **Resolve topic**.
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{!topic-long-press-menu-tip.md!}
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{end_tabs}
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## Mark a topic as unresolved
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{start_tabs}
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{tab|desktop-web}
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{!topic-actions.md!}
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1. Select **Mark as unresolved**.
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!!! tip ""
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You can also click on the **✔** icon in the message recipient bar to
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mark a resolved topic as unresolved.
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{tab|mobile}
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{!topic-long-press-menu.md!}
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1. Tap **Unresolve topic**.
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{!topic-long-press-menu-tip.md!}
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{end_tabs}
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## Details
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* Resolving a topic works by moving the messages to a new topic.
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* Like with all topic editing, Zulip clients update instantly, so
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human users will likely only send messages to the resolved topic.
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* [Integrations](/integrations) will usually send new messages to the
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original topic (`example topic`) after a topic is resolved. This is
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useful for alerting integrations, where a repeating alert might have a
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different cause. You can mark the topic resolved (as normal) once
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you've investigated the situation.
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* Users can still send messages to a resolved topic; this
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is important for _"thank you"_ messages and to discuss whether
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the topic was incorrectly marked as resolved.
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## Related articles
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* [Rename a topic](/help/rename-a-topic)
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* [Move content to another topic](/help/move-content-to-another-topic)
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* [Restrict topic editing](/help/configure-who-can-edit-topics)
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* [Configure message editing and deletion](/help/configure-message-editing-and-deletion)
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* [API documentation for resolving topics](/api/update-message)
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