mirror of
https://github.com/zulip/zulip.git
synced 2025-11-02 21:13:36 +00:00
71640d53d8
In the help center, we want these two system bots to be referred to as names: capitalize both words, no bold, no links, no "the" before the bot's name.
177 lines
5.3 KiB
Markdown
177 lines
5.3 KiB
Markdown
# Resolve a topic
|
|
|
|
Zulip's [topics](/help/introduction-to-topics) are very
|
|
helpful for customer support, answering questions, investigating
|
|
issues and production errors, as well as other workflows.
|
|
Resolving topics makes it easy to track the status of each question,
|
|
investigation, or notification.
|
|
|
|
Marking a topic as resolved:
|
|
|
|
* Puts a ✔ at the beginning of the topic name, e.g., `example topic`
|
|
becomes `✔ example topic`.
|
|
* Triggers an automated notice from Notification Bot indicating that
|
|
you resolved the topic. Users can
|
|
[configure](/help/marking-messages-as-read#configure-whether-resolved-topic-notices-are-marked-as-read)
|
|
whether these notices are automatically marked as read.
|
|
* Changes whether the topic appears when using the `is:resolved` and
|
|
`-is:resolved` [search filters](/help/search-for-messages#search-filters).
|
|
|
|
Marking a topic as unresolved removes the ✔ and also triggers an
|
|
automated notice from Notification Bot.
|
|
|
|
It's often helpful to define a policy for when to resolve topics that
|
|
fits how topics are used in a given channel. 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**: When 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 or unresolve a topic if they have
|
|
[permission](/help/restrict-resolving-topics) to do so.
|
|
|
|
## Mark a topic as resolved
|
|
|
|
{start_tabs}
|
|
|
|
{tab|desktop-web}
|
|
|
|
{!topic-actions.md!}
|
|
|
|
1. Select **Mark as resolved**.
|
|
|
|
!!! tip ""
|
|
|
|
You can also click on the **mark as resolved** (<i class="zulip-icon zulip-icon-check"></i>)
|
|
icon in the message recipient bar to mark an unresolved topic as resolved.
|
|
|
|
{tab|mobile}
|
|
|
|
{!topic-long-press-menu.md!}
|
|
|
|
1. Tap **Mark as resolved**.
|
|
|
|
{!topic-long-press-menu-tip.md!}
|
|
|
|
{end_tabs}
|
|
|
|
## Mark a topic as unresolved
|
|
|
|
Marking a topic as unresolved normally triggers an automated notice from
|
|
Notification Bot. However, unresolving a topic right after you resolved it
|
|
removes the original notice instead. This is helpful if you resolved a topic by
|
|
accident.
|
|
|
|
{start_tabs}
|
|
|
|
{tab|desktop-web}
|
|
|
|
{!topic-actions.md!}
|
|
|
|
1. Select **Mark as unresolved**.
|
|
|
|
!!! tip ""
|
|
|
|
You can also click on the **ellipsis** (<i class="zulip-icon zulip-icon-more-vertical"></i>)
|
|
in the message recipient bar, and select the **Mark as unresolved** option.
|
|
|
|
{tab|mobile}
|
|
|
|
{!topic-long-press-menu.md!}
|
|
|
|
1. Tap **Mark as unresolved**.
|
|
|
|
{!topic-long-press-menu-tip.md!}
|
|
|
|
{end_tabs}
|
|
|
|
## Search for messages in unresolved topics
|
|
|
|
{start_tabs}
|
|
|
|
{tab|desktop-web}
|
|
|
|
1. Click the **search** (<i class="search_icon zulip-icon
|
|
zulip-icon-search"></i>) icon in the top bar to open the search box.
|
|
|
|
1. Type `-is:resolved`, or start typing and select **Exclude topics marked as
|
|
resolved** from the typeahead.
|
|
|
|
1. _(optional)_ Enter additional search terms or
|
|
[filters](/help/search-for-messages).
|
|
|
|
1. Press <kbd>Enter</kbd>.
|
|
|
|
!!! keyboard_tip ""
|
|
|
|
You can also use the <kbd>/</kbd> or <kbd>Ctrl</kbd> + <kbd>K</kbd>
|
|
keyboard shortcut to start searching messages.
|
|
|
|
{end_tabs}
|
|
|
|
!!! tip ""
|
|
|
|
To get a feed of unread messages in all unresolved topics, search for
|
|
`is:unresolved is:unread`.
|
|
|
|
## Search for messages in resolved topics
|
|
|
|
{start_tabs}
|
|
|
|
{tab|desktop-web}
|
|
|
|
1. Click the **search** (<i class="search_icon zulip-icon
|
|
zulip-icon-search"></i>) icon in the top bar to open the search box.
|
|
|
|
1. Type `is:resolved`, or start typing and select **Topics marked as resolved**
|
|
from the typeahead.
|
|
|
|
1. _(optional)_ Enter additional search terms or
|
|
[filters](/help/search-for-messages).
|
|
|
|
1. Press <kbd>Enter</kbd>.
|
|
|
|
!!! keyboard_tip ""
|
|
|
|
You can also use the <kbd>/</kbd> or <kbd>Ctrl</kbd> + <kbd>K</kbd>
|
|
keyboard shortcut to start searching messages.
|
|
|
|
{end_tabs}
|
|
|
|
## Filter by whether topics are resolved
|
|
|
|
{!filter-resolved-left-sidebar.md!}
|
|
|
|
## Configure whether resolved topic notices are marked as read
|
|
|
|
{!configure-resolved-notices-marked-as-read.md!}
|
|
|
|
## Sending messages to resolved topics
|
|
|
|
You can send messages to a resolved topic, which is handy for _"thank you"_
|
|
messages, or to discuss whether a topic was incorrectly marked as resolved.
|
|
|
|
When a topic is resolved or unresolved, users' compose boxes and message views
|
|
automatically update to show the topic's current state. This helps make sure
|
|
everyone sends messages to the correct place.
|
|
|
|
[Integrations](/help/integrations-overview) will still send messages to the
|
|
original topic after a topic is resolved. This is useful for alerting
|
|
integrations, where a repeating alert might have a different cause. As usual,
|
|
you can mark the topic resolved once you've investigated the situation.
|
|
|
|
## Related articles
|
|
|
|
* [Rename a topic](/help/rename-a-topic)
|
|
* [Move content to another topic](/help/move-content-to-another-topic)
|
|
* [Restrict topic editing](/help/restrict-moving-messages)
|
|
* [API documentation for resolving topics](/api/update-message)
|