Release 5.1 (#74)

* Update images, screencasts and texts that have changed due to translation improvements

* Maintenance: Remove obsolete images that are no longer used

* Maintenance: Adjust further screenshots and screencasts to fit new strings

* Maintenance: Update pot-file

* Maintenance: Improve URL naming

* Prepare graunlar kb permissions

* Maintenance: Replace obsolete screenshots with current ones

* Introduce Shared Drafts

* Finish granular permissions

* Improve wording as per Gerrits QA

* Update translation pot

Co-authored-by: Gerrit <97293098+YetAnotherGerrit@users.noreply.github.com>

advanced/keyboard-shortcuts.rst

@@ -3,24 +3,25 @@
 Keyboard Shortcuts
 ==================
 
-Zammad supports a wide array of keyboard shortcuts to expedite your workflow as an expert user.
+Zammad supports a wide array of keyboard shortcuts to expedite your workflow as
+an expert user.
 
 .. figure:: /images/advanced/keyboard-shortcuts.png
    :alt: Keyboard shortcut cheat sheet
    :align: center
-   :scale: 50%
+   :scale: 85%
 
    The keyboard shortcut cheat sheet on Windows.
 
 .. tip:: **🖱️ UI Protip**
 
-   Click on your avatar at the bottom of the main menu to access the **keyboard
-   shortcuts cheat sheet**.
+   Click on your avatar at the bottom of the main menu to access the
+   **keyboard shortcuts cheat sheet**.
 
-   .. figure:: /images/extras/profile-and-settings.jpg
+   .. figure:: /images/extras/profile-and-settings.png
       :alt: User submenu
       :align: center
-      :scale: 50%
+      :scale: 85%
 
    Alternately, bring it up with one of the shortcuts below
    (shortcut-ception!)

advanced/macros.rst

@@ -45,7 +45,8 @@ from the **Update ᐱ** submenu in the Ticket View:
       :align: center
       :alt: Screencast showing above described effect that overwrites articles.
 
-      If the selected macro adds a note to the ticket, any text entered in the message composer will be lost.
+      If the selected macro adds a note to the ticket, any text entered in the
+      message composer will be lost.
 
 In Bulk
 -------

advanced/suggested-workflows.rst

@@ -23,7 +23,7 @@ In these cases, there are three ways to assign the work to the right people:
 Reassigning tickets
 ^^^^^^^^^^^^^^^^^^^
 
-.. figure:: /images/advanced/suggested-workflows/sharing-work.jpg
+.. figure:: /images/advanced/suggested-workflows/sharing-work.png
    :alt: Reassigning tickets in the ticket pane
    :align: center
 
@@ -42,7 +42,10 @@ and re-assign the ticket to the Customer Service **group**.
 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!
+.. tip::
+
+   Be sure to leave notes with as much information as possible for the
+   next agent!
 
 .. _mentions:
 
@@ -85,7 +88,8 @@ type ``@@`` in the message composer and select their name from the pop-up menu:
 .. 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.
+   @mentions and subscriptions only work for tickets that you already have
+   access to.
 
 Quickly assign in ticket listings
 ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

advanced/tabs.rst

@@ -9,7 +9,7 @@ menu area. These are your **open tabs.**
 .. note:: You can freely switch between open tabs without losing your work –
           all unsaved changes are automatically backed up to the server.
 
-.. figure:: /images/advanced/tabs/tabs-list.jpg
+.. figure:: /images/advanced/tabs/tabs-list.png
    :alt: Sample view of Tabs
 
    Tabs appear in the main menu as you visit different parts of the
@@ -24,11 +24,13 @@ menu area. These are your **open tabs.**
 
 .. tip:: **🖱️ UI Protip**
 
-   * :doc:`Ticket states </basics/service-ticket/settings/state>` are **color-coded:**
+   * :doc:`Ticket states </basics/service-ticket/settings/state>` are
+     **color-coded:**
 
      .. include:: /snippets/ticket-state-type-circles.rst
 
-   * A **pulsing dot** means that a ticket has new activity since you last viewed it.
+   * A **pulsing dot** means that a ticket has new activity since you last
+     viewed it.
    * Drag and drop tabs to rearrange them.
 
 Tab behavior in ticket zooms

advanced/ticket-actions/link.rst

@@ -5,7 +5,7 @@ When tickets about related issues arise
 (*e.g.,* multiple customer complaints about the same botched shipment),
 they can be **linked to each other** for easier reference.
 
-.. figure:: /images/advanced/ticket-actions/link.jpg
+.. figure:: /images/advanced/ticket-actions/link.png
    :alt: Ticket pane: Links
    :align: center
 

advanced/ticket-actions/merge.rst

@@ -7,7 +7,7 @@ instead of replying to an existing thread).
 
 In such cases, you may want to **merge those tickets into one**.
 
-.. figure:: /images/basics/service-ticket/settings-ticket-submenu.jpg
+.. figure:: /images/basics/service-ticket/settings-ticket-submenu.png
    :alt: Ticket pane submenu
    :align: center
 

advanced/ticket-actions/split.rst

@@ -20,10 +20,12 @@ In such cases, you can **split off a single message into its own ticket**.
    :alt: Split ticket dialog
    :align: center
 
-   When splitting a ticket, the target message is imported into the new ticket dialog. As usual, remember to select the **type** (call/email).
+   When splitting a ticket, the target message is imported into the new ticket
+   dialog. As usual, remember to select the **type** (call/email).
 
-.. figure:: /images/advanced/ticket-actions/split-links.jpg
+.. figure:: /images/advanced/ticket-actions/split-links.png
    :alt: Ticket pane: Links
    :align: center
 
-   The original ticket is :doc:`linked <link>` to the new one, as seen in the ticket pane.
+   The original ticket is :doc:`linked <link>` to the new one, as seen in the
+   ticket pane.

basics/find-ticket/search.rst

@@ -19,10 +19,11 @@ Looking for an archived ticket? Use the **search bar**.
    * 📎 text in file attachments (really!)
    * 🏷️ user/organization metadata (*e.g.,* notes stored on customer profiles)
 
-   You can find a detailed search document in our `Advanced Search <../../advanced/search.html>`_ page.
+   You can find a detailed search document in our
+   `Advanced Search <../../advanced/search.html>`_ page.
 
 
-.. figure:: /images/basics/find-ticket/search-details.jpg
+.. figure:: /images/basics/find-ticket/search-details.png
    :align: center
 
    For detailed results,

basics/service-ticket/create.rst

@@ -9,11 +9,12 @@ like when a customer calls on the phone.
 
 In these cases, Zammad needs your help to **create a new ticket**.
 
-.. figure:: /images/basics/service-ticket/create.jpg
+.. figure:: /images/basics/service-ticket/create.png
    :alt: New ticket dialog
    :align: center
 
-   Click the **➕ button** to create a new ticket. The default ticket type is **received call**.
+   Click the **➕ button** to create a new ticket. The default ticket type is
+   **Received Call**.
 
 An agent can create three types of tickets:
 
@@ -49,7 +50,7 @@ Customer
       Once a customer has been selected,
       her profile will be accessible from the **ticket pane**.
 
-      .. figure:: /images/basics/service-ticket/create-ticket-pane-customer-view.jpg
+      .. figure:: /images/basics/service-ticket/create-ticket-pane-customer-view.png
          :alt: Ticket pane (Customer view)
          :align: center
 

basics/service-ticket/follow-up.rst

@@ -12,7 +12,7 @@ Read on to learn more,
 or skip ahead to find out about :doc:`managing ticket settings <settings>`
 (which is the other half of “working on existing tickets”).
 
-.. figure:: /images/basics/what-is-a-ticket.jpg
+.. figure:: /images/basics/what-is-a-ticket.png
    :alt: Ticket summary view
    :align: center
 
@@ -121,8 +121,9 @@ There are three types of follow-ups:
    Be sure to communicate with your colleagues
    to prevent these problems before they arise.
 
-   .. figure:: /images/basics/service-ticket/follow-up-conflict-detection.jpg
+   .. figure:: /images/basics/service-ticket/follow-up-conflict-detection.png
       :alt: Ticket conflict alert
       :align: center
 
-      A ✏️ icon will appear if the agent has made any unsaved changes to the ticket.
+      A ✏️ icon will appear if the agent has made any unsaved changes to
+      the ticket.

basics/service-ticket/settings.rst

@@ -13,7 +13,7 @@ Use the **ticket pane** to manage a ticket’s settings:
    settings/priority
    settings/tags
 
-.. figure:: /images/basics/service-ticket/settings-ticket-pane.jpg
+.. figure:: /images/basics/service-ticket/settings-ticket-pane.png
    :alt: Default ticket pane view
    :align: center
 
@@ -36,21 +36,23 @@ To rename a ticket, simply click on the title and start typing.
 Highlighting Ticket Text
 ------------------------
 
-Use the highlighter tool in the upper-righthand corner to mark up important text. (Your highlights are **not** visible to other agents.)
+Use the highlighter tool in the upper-righthand corner to mark up important
+text. (Your highlights are **not** visible to other agents.)
 
-.. figure:: /images/basics/service-ticket/settings-highlight-text.jpg
+.. figure:: /images/basics/service-ticket/settings-highlight-text.png
    :alt: Ticket highlighter
    :align: center
 
-   Highlight by selecting text, then clicking the highlighter. Click again to undo.
+   Highlight by selecting text, then clicking the highlighter.
+   Click again to undo.
 
 ----
 
 .. tip:: **🖱️ UI Protip**
 
    Additional actions are available via the **submenu**:
 
-   .. figure:: /images/basics/service-ticket/settings-ticket-submenu.jpg
+   .. figure:: /images/basics/service-ticket/settings-ticket-submenu.png
       :alt: Ticket submenu
       :align: center
 

basics/service-ticket/settings/tags.rst

@@ -4,7 +4,7 @@ Tags
 **Tags** are custom-defined labels that can be applied to tickets
 to make it easier to find them in the future.
 
-.. figure:: /images/basics/service-ticket/settings-tags.jpg
+.. figure:: /images/basics/service-ticket/settings-tags.png
    :alt: Ticket pane (tags)
    :align: center
 

basics/what-is-a-ticket.rst

@@ -13,7 +13,7 @@ So in a basic sense, a ticket is
 **a thread of messages between you and a customer
 about a single issue**.
 
-.. figure:: /images/basics/what-is-a-ticket.jpg
+.. figure:: /images/basics/what-is-a-ticket.png
    :alt: Ticket thread view
    :align: center
 

extras/customers.rst

@@ -3,7 +3,7 @@ Customers
 
 Use the **ticket pane** to manage customer profiles.
 
-.. figure:: /images/extras/customers.jpg
+.. figure:: /images/extras/customers.png
    :alt: Ticket pane (customer view)
    :align: center
 

extras/dashboard.rst

@@ -5,37 +5,33 @@ The **dashboard** is the first thing you’ll see after logging in. Monitor your
 productivity at a glance, compare your stats to the company average (in gray
 below your own), and see what everyone else is up to.
 
-.. figure:: /images/extras/dashboard.jpg
+.. figure:: /images/extras/dashboard.png
    :alt: Sample view of Dashboard
 
    Check the dashboard for a quick summary of your stats
    (updated every 30 minutes).
 
-   +---------------------------------------------------------------------------+
-   | Legend                                                                    |
-   +================================+==========================================+
-   | **1. Waiting Time Today**      | How long has each customer had to wait,  |
-   |                                | on average, to get a response from you   |
-   |                                | today?                                   |
-   +--------------------------------+------------------------------------------+
-   | **2. Mood**                    | How many escalated tickets do you have   |
-   |                                | open right now? (Mr. Bubbles gets grumpy |
-   |                                | if you have too many...)                 |
-   +--------------------------------+------------------------------------------+
-   | **3. Channel Distribution**    | Where are all your tickets coming from?  |
-   |                                | (Shows tickets created in the last seven |
-   |                                | days, also sorted by **inbound** vs.     |
-   |                                | **outbound**.)                           |
-   +--------------------------------+------------------------------------------+
-   | **4. Assigned**                | Out of all open tickets (company-wide),  |
-   |                                | how many are currently assigned to you?  |
-   +--------------------------------+------------------------------------------+
-   | **5. Your Tickets in Process** | What percentage of your tickets have you |
-   |                                | responded to or updated in the last 24   |
-   |                                | hours?                                   |
-   +--------------------------------+------------------------------------------+
-   | **6. Reopening Rate**          | How many of your closed tickets have     |
-   |                                | been re-opened in the last seven days?   |
-   +--------------------------------+------------------------------------------+
-   | **7. Activity Stream**         | What’s everyone else on your team up to? |
-   +--------------------------------+------------------------------------------+
+   .. list-table:: Legend
+      :widths: 30, 70
+      :header-rows: 0
+
+      * - **1. ∅ Waiting Time Today**
+        - How long has each customer had to wait, on average, to get a response
+          from you today?
+      * - **2. Mood**
+        - How many escalated tickets do you have open right now?
+          (Mr. Bubbles gets grumpy if you have too many...)
+      * - **3. Channel Distribution**
+        - Where are all your tickets coming from? (Shows tickets created in the
+          last seven days, also sorted by **inbound** vs. **outbound**.)
+      * - **4. Assigned**
+        - Out of all open tickets (company-wide), how many are currently
+          assigned to you?
+      * - **5. My Tickets in Process**
+        - What percentage of your tickets have you responded to or updated in
+          the last 24 hours?
+      * - **6. Reopening Rate**
+        - How many of your closed tickets have been re-opened in the last
+          seven days?
+      * - **7. Activity Stream**
+        - What’s everyone else on your team up to?

extras/includes/shared-drafts-overwriting-drafts-warning.include.rst

@@ -0,0 +1,5 @@
+.. warning:: **☠️ Overwriting drafts is final**
+
+   Zammad will warn you in case you're going to overwrite an existing draft.
+   This also applies to your personal draft in case you're loading a
+   shared draft.

extras/knowledge-base.rst

@@ -17,8 +17,10 @@ Manage, edit, and reorganize knowledge base articles from the
    This feature is **optional**;
    if you don’t see it in the main menu,
    that means your administrator hasn’t enabled it yet.
-   Administrators can learn more
-   `here <https://admin-docs.zammad.org/en/latest/manage/knowledge-base.html>`_.
+   Administrators can learn more on our `admin documentation`_.
+
+.. _admin documentation:
+   https://admin-docs.zammad.org/en/latest/manage/knowledge-base.html
 
 Getting Started
 ---------------
@@ -54,7 +56,10 @@ Switching Languages
 
 Use the language menu to view or edit translations of the current page.
 
-.. hint:: 🚧 **What happens when a page hasn’t been translated into the selected language yet?**
+.. hint:: 
+
+   🚧 **What happens when a page hasn’t been translated into the
+   selected language yet?**
 
    in Edit Mode
       Untranslated pages are marked with a ⚠️ **warning sign**:
@@ -91,6 +96,43 @@ Editing Categories
 .. note:: 🗑️ Categories can only be deleted once **all of their articles and
    sub-categories** have been deleted or relocated.
 
+Granular Category Permissions
+^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
+
+Granular category permissions are great to have individual access levels
+on a role level. Using the granular permissions of a category deactivates
+the default visibility behavior and applies the permissions you've chosen
+instead.
+
+This allows you to divide user groups on a e.g. subscription level to
+reduce the information load for users that don't need the information.
+
+   .. figure:: /images/extras/knowledge-base-granular-category-permissions.gif
+      :alt: Screencast showing the visibility option for categories for granular access permissions
+      :align: center
+
+.. hint::
+
+   | Permissions of a parent category are inherited!
+   | Public answers are always available!
+
+.. note:: **⚙️ Roles require knowledge base reader permission**
+
+   Your administrator has to provide the relevant groups with reader
+   permissions for the knowledge base.
+
+   .. danger:: **🥵 Beware of visibility levels**
+
+      Knowledge base reader permission means that affected users can see
+      **internal answers**. This is a potential issue if you're not dividing
+      carefully!
+
+   If you're unsure, please ask your administrator to configure the
+   `role permissions`_ accordingly.
+
+.. _role permissions:
+   https://admin-docs.zammad.org/en/latest/manage/roles/agent-permissions.html
+
 Editing Answers
 ---------------