Bilgi Tabanı¶
Bilgi tabanı panelinden bilgi tabanı makalelerini yönetin, düzenleyin ve yeniden organize edin.
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 on our admin documentation.
Bilgi tabanı paneli Önizleme Modu’nda başlar. Bazı küçük istisnalar dışında Önizleme Modu, yayınlanan bilgi tabanının nasıl görüneceğini gösterir.¶
Başlarken¶
Yayınlanan bilgi tabanını görmek için üst araç çubuğundaki ↗️ butonunu kullanın.
👆 Düzenleme Modunda, bilgi tabanında gezinmek için sağdaki menüyü kullanın.¶
Use the “Edit” button in the top toolbar to switch into Edit Mode (and back again). If you can’t see the “Edit” button, you should talk to your administrator about granting you the appropriate permissions. By default, agents are not permitted to create, edit, or manage knowledge base articles.
Dilleri Değiştirmek¶
Geçerli sayfada çevirileri görüntülemek veya düzenlemek için dil menünüsü kullanın.
If you select a language, in which the page hasn’t been translated into yet, the behavior depends on the state of the page:
- Düzenleme Modunda
Çevrilmemiş sayfalar ⚠️ uyarı işareti ile işaretlenir:
- Önizleme Modunda
Çevrilmemiş sayfalar sadece izinler düzenlenerek kullanıcılara gösterilir:
- yayınlanmış bilgi tabanında
Çevrilmemiş sayfalar her zaman gizlenir:
Using RSS Feeds¶
Zammad allows you to subscribe to either the knowledge base as whole or to specific categories. There’s both a public and an internal option to do so.
By default, RSS feeds are disabled. If you wish to use the RSS function, talk to your administrator about enabling the function.
The RSS button of the public knowledge base page is located at the bottom of each page. If enabled, the button will be available to anybody visiting the page.
The internal RSS button can be found on the upper right next to the edit button. It’s available on every internal knowledge base page you display.
Pressing the the RSS button will provide up to two RSS feeds to subscribe to.
Uyarı
Keep in mind that internal RSS links contain personal access tokens. Never share these URLs with third parties!
If you want to revoke the access and renew your token, you can do so in the RSS modal.
Kategorileri Düzenlemek¶
You can relocate a category using the Parent menu. Doing so, all of its articles and sub-categories will be relocated with it.
You can delete categories by clicking on the 🗑️ Delete button. 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.
The roles require knowledge base reader permission. Your administrator has to provide the relevant groups with reader permissions for the knowledge base. If you’re unsure, please ask your administrator to configure the role permissions accordingly.
In general, permissions of a parent category are inherited! If you want to grant edit permissions for a sub-category for a specific role for example, set the upper level to “reader” and the desired sub-category to “editor”. The same workflow applies to granting “none” permissions, effectively hiding a given sub-category. The other way round is not possible. A role with “editor” permission has full access to it’s sub-categories, so it’s pointless to limit it’s permissions. “None” permissions also cannot be changed down the tree since there would be no path to access permitted sub-categories. If you can’t select permissions in the table, this could be the reason.
Uyarı
Be aware that public answers are always available!
Knowledge base reader permission means that affected users can see internal answers. This is a potential issue if you’re not dividing carefully!
Cevapları Düzenlemek¶
Bilgi tabanı düzenleyicisi, Zammad bilet oluşturucusunda bulunan aynı zengin metin düzenleme yetenekleri ile donatılmış olarak gelir. Bu, biçimlendirilmiş metin, madde işareti listeleri ve daha fazlasını eklemek için aynı klavye kısayollarını kullanabileceğiniz anlamına gelir. Hatta dosya ekleri ve bağlantılar ekleyebilirsiniz!
- Different link types
- 🔗 Web bağlantısı
URL’ler diğer web sitelerini gösteriyor.
- 💡 Bağlantılı Cevap
- Diğer bilgi tabanı cevaplarından iç referanslar.(Hedef URL değişirse bozulmaz.)
- 📋 Bağlı Biletler
- Zammad biletlerinden iç referanslar.(Sadece Önizleme ve Düzenleme Modlarında görünür.)
- 🏷️ Tags
- Tags can help categorize or spice answers with further words to find.Please note that tags are visible publicly and can be the same like those in your tickets.
- Visibility
Set the visibility of an answer to control who can see an article, or schedule it to be published at a later date. Articles are color-coded according to their visibility:
Herkese Açık (herkes tarafından görülebilir)
Dahili (sadece aracılar ve editörler görebilir)
Taslak/Planlanmış/Arşiv (sadece editörler görebilir)
Using answers in ticket articles¶
As soon as the knowledge base contains one or more answers, you can use these
just like text modules. Instead of :: just use ?? to open the search
modal. The search is done full text on both answer body and title in all
languages available.
If you’ve found what you’ve been looking for, simply hit your ENTER-Key to load the answer into the ticket article. This way you don’t have to throw URLs at your customer and provide the answer right away.
Loading answers into articles does not replace article content.
Use ?? to find and load knowledge base answers into ticket articles¶