mirror of
https://github.com/zulip/zulip.git
synced 2025-11-02 04:53:36 +00:00
170 lines
5.0 KiB
Markdown
170 lines
5.0 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 the [notification
|
|
bot](/help/configure-automated-notices) indicating that
|
|
you resolved the topic. This message will be marked as unread
|
|
only for users who had participated in the topic.
|
|
* 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 the 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 and unresolve a topic if they have permission to edit
|
|
topics. Organization administrators can [configure who can edit
|
|
topics](/help/restrict-moving-messages).
|
|
|
|
## 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 **✔** icon in the message recipient bar to
|
|
mark an unresolved topic as resolved.
|
|
|
|
{tab|mobile}
|
|
|
|
{!topic-long-press-menu.md!}
|
|
|
|
1. Tap **Resolve topic**.
|
|
|
|
{!topic-long-press-menu-tip.md!}
|
|
|
|
{end_tabs}
|
|
|
|
## Mark a topic as unresolved
|
|
|
|
Marking a topic as unresolved normally triggers an automated notice from the
|
|
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 **✔** icon in the message recipient bar to
|
|
mark a resolved topic as unresolved.
|
|
|
|
{tab|mobile}
|
|
|
|
{!topic-long-press-menu.md!}
|
|
|
|
1. Tap **Unresolve topic**.
|
|
|
|
{!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}
|
|
|
|
## Details
|
|
|
|
* Resolving a topic works by moving the messages to a new topic.
|
|
* Like with all topic editing, Zulip clients update instantly, so
|
|
human users will likely only send messages to the resolved topic.
|
|
* [Integrations](/integrations/) will usually send new messages to the
|
|
original topic (`example topic`) after a topic is resolved. This is
|
|
useful for alerting integrations, where a repeating alert might have a
|
|
different cause. You can mark the topic resolved (as normal) once
|
|
you've investigated the situation.
|
|
* Users can still send messages to a resolved topic; this
|
|
is important for _"thank you"_ messages and to discuss whether
|
|
the topic was incorrectly marked as resolved.
|
|
|
|
## 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)
|