Merge pull request #43 from zammad/mh/enhance/add-macro-usage

Fixes #24 - Introduce Macro usage to user documentation

advanced/macros.rst

@@ -0,0 +1,63 @@
+Macros
+======
+
+Macros are **🖱️ one-click shortcuts** for applying changes to a ticket.
+
+If you find yourself making the same changes to lots of tickets
+(*e.g.,* close-and-tag-as-spam or reassign-to-another-group),
+macros can make the job a whole lot easier.
+
+.. note:: 🤔 **How do I make macros?**
+
+   You don’t – that’s the `administrator’s job
+   <https://admin-docs.zammad.org/en/latest/manage/macros.html>`_.
+   If you have an idea for a macro you’d like to use,
+   your Zammad admin can probably make it happen.
+
+Macros can be applied in one of two ways:
+on a single ticket, or in bulk.
+
+On a Single Ticket
+------------------
+
+The simplest way to apply a macro is to select it
+from the **Update ᐱ** submenu in the Ticket View:
+
+.. figure:: /images/advanced/macros/macro-run-via-ticket-view.gif
+   :width: 90%
+   :align: center
+   :alt: Screencast showing how to run a macro within a ticket view.
+
+.. tip:: 💾 **Macro = Update**
+
+   If you’ve made changes to any other
+   :ref:`settings on the ticket <ticket_settings>`
+   (including typing up a reply to the customer),
+   applying a macro will save them, too.
+
+   ⚠️ **But beware:** in the event of a conflict,
+   the macro’s actions override any manual changes –
+   including messages to the customer!
+   When in doubt, apply your macro and your manual changes *separately.*
+
+   .. figure:: /images/advanced/macros/macro-overwriting-article-sample.gif
+      :width: 80%
+      :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.
+
+In Bulk
+-------
+
+To apply a macro to many tickets at the same time:
+
+1. open a ticket overview;
+2. select your desired tickets;
+3. click-and-drag to open the “Run Macro” drawer; and
+4. drop the tickets on your target macro.
+
+.. figure:: /images/advanced/macros/macro-usage-via-overview.gif
+   :width: 90%
+   :align: center
+   :alt: Screencast showing how to run macros via overviews.

basics/what-is-a-ticket.rst

@@ -26,6 +26,8 @@ about a single issue**.
    👀 :doc:`Keep an eye on your dashboard </extras/dashboard>`
    to see how well you’re keeping up.
 
+.. _ticket_settings:
+
 Ticket Settings
 ---------------
 

index.rst

@@ -22,6 +22,7 @@ Zammad Agent Documentation
    /advanced/text-modules
    /advanced/ticket-templates
    /advanced/search
+   /advanced/macros
    /advanced/suggested-workflows
    /advanced/time-accounting
    /advanced/keyboard-shortcuts