v17development-support.yml

v17development-flarum-support:
  forum:
    knowledge_base: "Knowledge base"
    ask_a_question_on_forums: "Ask a question on the forums"
    return_to_home: "Return to the knowledge base home"
    ask_your_question_on_forum: "Ask your question on the forums"
    or: "or"
    settings: => core.ref.settings
    send: "Send"
    create: "Create"
    discard: "Discard"
    reopen: "reopen"
    support_tickets: "Support tickets"
    admin_overview: "Open admin overview"

    hero:
      help_question: "What can we help you with?"
      check_forum: "If you can't find where you're looking for, <a>check out our forum</a>"

    overview:
      knowledge_base_overview: "Knowledge base overview"
      back_to: "Back to {category}"
      back_to_overview: "Back to knowledge base overview"
      back_to_main_categories: "Back to main categories"
      loading_articles: "Loading articles"
      no_categories_found: "Sorry, no categories were found here..."
      category_not_found: "Category not found"
      no_articles_found: "No articles were found in this category"

      tools:
        new_article: "New article"
        rename_category: "Rename category"
        edit_description: "Edit description"
        change_icon: "Change icon"
        recount_articles: "Recount articles"

    article_events:
      article_hidden: "Article was hidden by {username}"
      article_public: "Article was made public by {username}"
      article_modified: "{username} has edited this article."

    search:
      title: Search
      back_to_search_results: "Back to the search results"
      search_knowledge_base: "Search our knowledge base"
      searching: Searching
      searching_for: "Searching for {searchterm}"
      searched_for: "You have searched for {searchterm}, there were {results} results."
      use_searchbox_below: "Use the searchbox below to search in our knowledge base."
      no_results: "We couldn't find anything for {searchterm}."

    not_found:
      title: "Item not found"
      description: "Sorry, this article or category no longer exist on this place."
      solution: "You might use the search box above to find where you were looking for."

    article:
      article: "Article"
      articles: "Articles"
      hidden: "Hidden"
      created_at: "Created at {date}"
      author: "Author"
      authors: "Authors"
      last_modified: "Last modified at {date}"
      not_found: "Article not found"

      share_article:
        title: "Share article"
        perma_link: "Permalink to this article:"

      tools:
        rename_article: "Rename article"
        edit_article: "Edit article"
        edit_tags: "Edit article tags"
        audit_log: "See audit log"
        hide_article: "Hide article"
        recover_article: "Recover article"
        delete_forever: "Delete forever"
        view_ratings: "View ratings"

    # Rating
    support_ratings:
      score: Score
      helful_article: "Was this article helpful?"
      helful_support: "Are you satisfied with how we handled your support ticket?"
      feedback: "Thank you for your review, do you have any feedback?"
      feedback_not_helpful: "Sorry this article was not helpful, what were you looking for?"
      enter_feedback: "Enter your feedback here"
      finished: "Thank you! Your feedback has been saved."

      validation:
        invalid_discussion: "Woops, something went wrong. You cannot rate this article/support ticket."
        guest: "Please log in before you rate this article."
        invalid_points: "Invalid rating. Please try again."
        cannot_rate_article: "You cannot rate this article."
        neutral_emoji_disabled: "The neutral emoji has been disabled."
        missing_article_id: "Missing or invalid article ID"

      switch_sort_score:
        label: Show articles scoring low to high
        description: Only show articles that have gotten feedback, sorting on lowest scoring article.

    # Modals
    modals:
      audit_log:
        title: "Article audit log"
        article_created: "Article was created"
        no_more_events: "No more events found"
        loading_auditlog: "Loading audit log"

      # Article ratings
      article_ratings:
        title: "Article ratings"
        loading_ratings: "Loading ratings"
        no_ratings_found: "No ratings found matching your search criteria"
        article_not_rated: "This article has not been rated yet."
        confirm_delete_rating: "Are you sure you want to delete this rating?"
        feedback: "Feedback"
        rating: "Rating"
        username: => core.ref.username
        rated_on: "Rated on"

    utils:
      redirect:
        title: "Redirecting you to our Knowledge Base article..."
        link: "<a>Click here</a> if the page does not redirect you"

    composer:
      compose_article: "Compose article"
      compose_ticket: "Compose ticket"
      new_article_title: "New article title"
      enter_message_here: "Enter your message here"
      publish_article: "Publish article"
      publish_article_hint: "Publish article after posting."
      manage_tags: "Manage tags"
      write: "Write"
      view: "View"
      nothing_to_preview: "Nothing to preview"
      warning_save_changes: |
        WARNING: You are about to leave this page and haven't saved your changes. Do you want to save your changes before leaving?

        [OK] = Yes, save. [CANCEL] = No, don't save
      article_saved: "Article has been saved"

    tickets:
      ticket: "Ticket"
      subject: "Subject"
      ticket_does_not_exist: "The requested support ticket does not exist."
      return_to_overview: "Return to ticket overview"
      ticket_overview: "Ticket overview"
      opened_on: "Opened on"
      ticket_activity: "By {username}, last activity {date}"
      reminders_sent: "{count, plural, one {One reminder sent} other {# reminders sent}}"

      convert_to_ticket:
        button: Convert to ticket
        confirm: Are you sure you want to convert this discussion into a ticket?
        event: Discussion {ticket_title} has been converted into ticket

      convert_to_discussion:
        button: Convert to discussion
        confirm: Are you sure you want to convert this ticket into a public discussion? If someone has shared private information, this will become public too.
        event: |
          Ticket {ticket_title} has been converted into discussion

          Do you want to go to this discussion now?

      status:
        new:
          title: "New"
          description: "This a new unanswered ticket"
        open:
          title: "Open"
          description: "This ticket has a new response and is waiting for your reply."
        pending:
          title: "Pending"
          description: "This ticket is waiting for reply from the user."
          description_user: "We are waiting for you to reply or mark this ticket as solved."
        closed:
          title: "Closed"
          description: "This ticket has been closed."
          is_closed: "This ticket is closed, when you reply it will reopen. We recommend only to reopen a ticket when the issue hasn't been solved. If it is a new issue, please open a new ticket."
          close_after_posting: "Close ticket after posting"
          is_auto_closed: "This ticket is closed due to inactivity."
        on_hold:
          title: "On hold"
          description: "This ticket has been set on hold."
        duplicate:
          title: "Duplicate"
          description: "This ticket is marked as a duplicate."
        solved:
          title: "Solved"
          description: "This ticket is marked as solved"
          mark_as_solved: "Mark this ticket as solved"

      tools:
        view_ticket: "View ticket"
        update_subject: "Update subject"
        assign_me: "Assign to me"
        remove_me: "Remove me"
        update_status: "Update ticket status"
        close_ticket: "Close ticket"
        update_note: "Update private note"

      new_tickets_dropdown:
        title: "Ticket Notifications"
        no_tickets: "No ticket notifications"
        ticket_new: "{username} created ticket {ticket}"
        ticket_updated: "{username} posted in {ticket}"

      fields:
        language:
          title: "Language"
          placeholder: "Select a language"
          empty: "No language selected"
          description: "Your support ticket will be handled in {language}."

        subject:
          title: "Subject"
          placeholder: "Ticket subject"
          description: "Try to describe your question in one short sentence."

        information:
          title: "Ticket information"
          placeholder: "Tell us what we can help you with"

        status:
          title: "Status"
          placeholder: "The status of the ticket"

        assignees:
          title: "Assignees"
          placeholder: "The status of the ticket"

        private_note:
          title: "Private notes"
          info: "Private notes are only visible to other support agents. It is not visible to the customer."
          tip: "TIP: If you're working with multiple agents on a single ticket, add your name and date to a note."
          placeholder: "Example: Jan 1th 2022 - Agent Name: Purged customer from database"
          edit_button: "Edit note"

      compose_ticket:
        title: "Write a new ticket"
        private_support: "For private support, you can use this form to create a new ticket in our support platform. For non-private support matters, please see <a>our public forums</a>."
        not_allowed: "You cannot open a new support ticket now"

      load_more:
        title: "Load more tickets"

      my_tickets:
        title: "My tickets"
        description: "On this page you will be able to find all your private tickets."
        no_tickets: "You have no tickets yet."

      overview:
        title: "Tickets overview"
        description: "Smile, you are the hero who saves other people their day."
        no_tickets: "There are no tickets matching your criteria, probably you're doing a good job!"
        all_tickets: "All tickets"
        selection_unfiltered: "Unfiltered"
        selection_open: "Open tickets"
        selection_closed: "Closed tickets"
        refresh: "Refresh"

        filter:
          status:
            title: Ticket status
            filter_count: "{count, plural, one {# filter} other {# filters}}"

          language:
            any: Any language

          assignees:
            title: Filter on assignees
            search: Search assignee
            unassigned: Unassigned

        sort:
          newest: Newest first
          oldest: Oldest first
          recent_activity: Recent activity
          least_recent: Least recent activity

    notifications:
      replied_to_ticket:
        name: Someone replied to my ticket
        content: => v17development-flarum-support.emails.replied_to_ticket.subject

      ticket_resolved:
        name: My ticket was resolved
        content: => v17development-flarum-support.emails.ticket_resolved.subject

  emails:
    # Someone replied to the ticket
    replied_to_ticket:
      subject: "{replier_display_name} replied to your ticket #{ticket_id}"
      body: |
        Dear {recipient_display_name},

        {replier_display_name} replied to your ticket #{ticket_id} (subject "{subject}").

        Please use the link below to review the reply:
        {url}

        We are waiting for your reply or until you mark this ticket as resolved.

    # Ticket status updated
    ticket_status_update:
      subject: "Ticket #{ticket_id} is marked as {new_status}"
      body: |
        Dear {recipient_display_name},

        The status of your ticket #{ticket_id} has changed to {new_status}.

        The URL of your ticket is:
        {url}

    # Ticket marked as resolved
    ticket_resolved:
      subject: "Ticket #{ticket_id} is marked as resolved"
      body: |
        Dear {recipient_display_name},

        Your ticket #{ticket_id} has been marked as resolved. This means your ticket has been closed.

        The URL of your ticket is:
        {url}

        If you disagree marking your ticket as resolved, please reply to your ticket to reopen it.

    # Ticket waiting for reply
    ticket_pending_reply:
      subject: "Ticket #{ticket_id} is waiting for your reply"
      body: |
        Dear {recipient_display_name},

        Recently {replier_display_name} replied to your ticket #{ticket_id} on {replied_date} and we are waiting for your reply.

        The URL of your ticket is:
        {url}

        If the issue has been resolved, please mark the ticket as resolved.

    # Ticket closed
    ticket_pending_reply_closed:
      subject: "Ticket #{ticket_id} has been closed due to inactivity"
      body: |
        Dear {recipient_display_name},

        Recently {replier_display_name} replied to your ticket #{ticket_id}. Unfortunately we did not get a reply from you. Your ticket has been automatically closed due to inactivity.

        If you still wish to reply, the URL of your ticket is:
        {url}