feat: helpdesk notifications custom

docs/link/agent/_category_.yml

@@ -1,5 +0,0 @@
----
-label: Agent Guide
-position: 20
-link:
-  type: "generated-index"

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.
+:::
+
+<DocCardList items={useCurrentSidebarCategory().items} />

docs/link/agent/intro.md

@@ -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.
-:::

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.
+

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?

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.
 :::
 
-<DocCardList items={useCurrentSidebarCategory().items.slice(1)} />
+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.
+
+<DocCardList items={useCurrentSidebarCategory().items} />