diff --git a/docs/link/operator/_category_.yml b/docs/link/.operator/_category_.yml similarity index 100% rename from docs/link/operator/_category_.yml rename to docs/link/.operator/_category_.yml diff --git a/docs/link/operator/architecture.md b/docs/link/.operator/architecture.md similarity index 100% rename from docs/link/operator/architecture.md rename to docs/link/.operator/architecture.md diff --git a/docs/link/operator/deploy-host.md b/docs/link/.operator/deploy-host.md similarity index 100% rename from docs/link/operator/deploy-host.md rename to docs/link/.operator/deploy-host.md diff --git a/docs/link/operator/deploy.md b/docs/link/.operator/deploy.md similarity index 100% rename from docs/link/operator/deploy.md rename to docs/link/.operator/deploy.md diff --git a/docs/link/operator/identity.md b/docs/link/.operator/identity.md similarity index 100% rename from docs/link/operator/identity.md rename to docs/link/.operator/identity.md diff --git a/docs/link/operator/requirements.md b/docs/link/.operator/requirements.md similarity index 100% rename from docs/link/operator/requirements.md rename to docs/link/.operator/requirements.md diff --git a/docs/link/agent/_category_.yml b/docs/link/agent/_category_.yml deleted file mode 100644 index c38aca5..0000000 --- a/docs/link/agent/_category_.yml +++ /dev/null @@ -1,5 +0,0 @@ ---- -label: Agent Guide -position: 20 -link: - type: "generated-index" diff --git a/docs/link/agent/index.mdx b/docs/link/agent/index.mdx new file mode 100644 index 0000000..2f76e30 --- /dev/null +++ b/docs/link/agent/index.mdx @@ -0,0 +1,15 @@ +--- +sidebar_label: Agent Guide +sidebar_position: 20 +--- + +import DocCardList from '@theme/DocCardList'; +import {useCurrentSidebarCategory} from '@docusaurus/theme-common'; + +# Agent Guide + +:::warning[Under construction] +This documentation is a work in progress. Please [get in touch with us](mailto:contact@sr2.uk) if you have any questions. +::: + + \ No newline at end of file diff --git a/docs/link/agent/intro.md b/docs/link/agent/intro.md deleted file mode 100644 index a7775fa..0000000 --- a/docs/link/agent/intro.md +++ /dev/null @@ -1,5 +0,0 @@ -# Introduction - -:::warning[Under construction] -This documentation is a work in progress. Please [get in touch with us](mailto:contact@sr2.uk) if you have any questions. -::: \ No newline at end of file diff --git a/docs/link/agent/notifications.md b/docs/link/agent/notifications.md new file mode 100644 index 0000000..5ce02e9 --- /dev/null +++ b/docs/link/agent/notifications.md @@ -0,0 +1,34 @@ +# Notifications + +Our helpdesks support "desktop notifications", delivered when the agent is logged in to the helpdesk, and email +notifications. + +Staff (admins & agents) are notified of: + +* Abnormal login events + +Agents are notified about: + +* New tickets +* Ticket updates +* Pending reached tickets +* SLA violations (before and after the deadline) + +## Customising Notifications + +Users can configure where and how they receive notifications by clicking on their avatar in the lower left corner of the +window and selecting "Profile". +From there, select, "Notifications" and select the appropriate checkboxes in the "Also notify via email" column. + +![](/docs/link/agent/notifications_matrix.png) + +## Security Considerations + +Notifications can be great to get alerted to a new ticket that requires attention. +However, given the integrations of end-to-end encrypted channels, such as Signal, content coming in via a more secure +means may not be desirable to forward along to a less secure one, such as email. + +With email notifications enabled, a message received from Signal could be relayed by email, thus breaking the end-to-end +encryption Signal affords. +For this reason, we hide the content of the messages from the email notifications and send only generic messages. + diff --git a/docs/link/hosted.md b/docs/link/hosted.md index c4ab396..eef953f 100644 --- a/docs/link/hosted.md +++ b/docs/link/hosted.md @@ -2,9 +2,9 @@ sidebar_position: 50 --- -# Hosted CDR Link FAQ +# CDR Link FAQ -CDR offers hosted Link helpdesk instances managed by our deployment partner [SR2 Communications](https://www.sr2.uk/), +CDR offers hosted Link helpdesk instances managed by [SR2 Communications](https://www.sr2.uk/), a trusted team within the digital rights community, with a proven track record of securely handling sensitive data. ## Where do our hosted instances run? diff --git a/docs/link/index.mdx b/docs/link/index.mdx index bc4e29e..65dda2f 100644 --- a/docs/link/index.mdx +++ b/docs/link/index.mdx @@ -6,10 +6,13 @@ sidebar_label: Link Helpdesk import DocCardList from '@theme/DocCardList'; import {useCurrentSidebarCategory} from '@docusaurus/theme-common'; -# Documentation Overview +# Secure Digital Helpdesks :::warning[Under construction] This documentation is a work in progress. Please [get in touch with us](mailto:contact@sr2.uk) if you have any questions. ::: - +Our secure digital helpdesks are customised and hardened version of Zammad, an open source, flexible, multi-channel +ticketing platform that enables those in need to ask for help, and providers to respond. + + diff --git a/static/docs/link/agent/notifications_matrix.png b/static/docs/link/agent/notifications_matrix.png new file mode 100644 index 0000000..101d744 Binary files /dev/null and b/static/docs/link/agent/notifications_matrix.png differ