Merge pull request #44 from zammad/mh/release/mentions

Introduce upcoming mentions functionality

advanced/keyboard-shortcuts.rst

@@ -5,12 +5,12 @@ Keyboard Shortcuts
 
 Zammad supports a wide array of keyboard shortcuts to expedite your workflow as an expert user.
 
-.. figure:: /images/advanced/keyboard-shortcuts.jpg
+.. figure:: /images/advanced/keyboard-shortcuts.png
    :alt: Keyboard shortcut cheat sheet
    :align: center
    :scale: 50%
 
-   The keyboard shortcut cheat sheet on macOS.
+   The keyboard shortcut cheat sheet on Windows.
 
 .. tip:: **🖱️ UI Protip**
 

advanced/suggested-workflows.rst

@@ -6,26 +6,30 @@ Suggested Workflows
 Sharing Work on a Ticket
 ------------------------
 
-When a ticket is complex enough,
-it may require attention from more than one agent
+Some tickets require attention from more than one agent
 (or even more than one department!).
+In these cases, there are three ways to assign the work to the right people:
 
-In these cases, the simplest thing to do
-is usually just to **take turns working on the ticket**.
-(:doc:`Splitting tickets </advanced/ticket-actions/split>` is another option,
-best reserved for when a ticket really encompasses multiple problems,
-or when taking turns would needlessly block one agent’s progress.)
+1. If a ticket is really about two different problems,
+   you can :doc:`split it in two </advanced/ticket-actions/split>`,
+   then assign each ticket to its respective “group” (department).
+2. If you’ve done all you can on a ticket
+   and it’s now another agent’s (or department’s) responsibility,
+   **reassign it** to a new owner (or group).
+3. If you just need another agent’s input on something, you can **@mention** 
+   them. (And if *you* want to get notifications for *someone else’s* ticket,
+   use the **subscribe button**.)
 
-.. figure:: /images/advanced/suggested-workflows-sharing-work.jpg
+Reassigning tickets
+^^^^^^^^^^^^^^^^^^^
+
+.. figure:: /images/advanced/suggested-workflows/sharing-work.jpg
    :alt: Reassigning tickets in the ticket pane
    :align: center
 
    Reassign a ticket (via the *Group* and *Owner* settings)
    to let colleagues know you’re done with your part.
 
-How it works
-^^^^^^^^^^^^
-
 Suppose a call comes into the sales department.
 A sales rep takes the call, creates a ticket,
 and looks up some prices for the customer.
@@ -39,3 +43,44 @@ and the first available agent can assign herself
 to pick up where the sales rep left off.
 
 .. tip:: Be sure to leave notes with as much information as possible for the next agent!
+
+@mentions & the Subscribe Button
+^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
+
+Now suppose you’ve reassigned the ticket to customer service.
+You won’t receive notifications for this ticket anymore,
+but maybe this is a really important contract,
+and you want to make sure they have an A+ experience from start to finish.
+
+To enable notifications for a ticket that doesn’t belong to you,
+simply click the **Subscribe** button at the bottom of the ticket pane:
+
+.. figure:: /images/advanced/suggested-workflows/mention-subscribe-yourself-to-a-ticket.gif
+   :alt: Screencast of the Subscribe button feature
+   :width: 90%
+   :align: center
+
+   A list of all tickets you’re subscribed to
+   can be found in the **My mentioned Tickets** overview.
+
+Or, suppose you *don’t* want to reassign the ticket to customer service—you
+just have one quick question for them, and then you can take it from there.
+
+To start sending someone else notifications for your own ticket,
+type ``@@`` in the message composer and select their name from the pop-up menu:
+
+.. figure:: /images/advanced/suggested-workflows/mention-other-agents.gif
+   :alt: Screencast of the @mention feature
+   :width: 90%
+   :align: center
+
+   @mentioning a colleague in a message
+   will automatically subscribe them to your ticket.
+
+.. hint:: ⚙️ Check your :doc:`/extras/profile-and-settings` 
+   to customize how you receive notifications.
+
+.. note:: 😖 **A colleague @mentioned me, but I don’t see the ticket!**
+
+   Is the ticket assigned to a group that you don’t belong to?
+   @mentions and subscriptions only work for tickets that you already have access to.

basics/service-ticket/follow-up.rst

@@ -39,8 +39,8 @@ Use the **⮪ reply** button under a message to reply to it directly.
 
 Like with new messages,
 your response will appear at the end of the thread.
-Outside of Zammad, however,
-it will be **delivered on the same channel** as the original message
+Under the hood, responses are sent
+**via the same channel as the original message**
 (*i.e.,* if the message you replied to was originally a tweet,
 the customer will receive your response in a Twitter DM).