CONTEXT.md

Rama develop · réplica de lectura del repositorio original.

# Helpdesk

Agents answer customer tickets and publish a knowledge base that customers and guests read on the portal.

## Knowledge base

**Article**:
A published help page. It belongs to at most one Category or Subcategory and carries its own Access.

**Category**:
A top-level group of Articles, shown on the knowledge base home. It can also hold Subcategories.
_Avoid_: Folder, section, group

**Subcategory**:
A Category nested one level under another Category, used to split a large Category into themes. It holds Articles, never further Subcategories. Its Articles return to the parent Category when it is deleted.
_Avoid_: Child category, sub-section, nested category

**Pinned category**:
A top-level Category featured on the knowledge base home in a chosen order. Subcategories cannot be pinned.

**Pinned article**:
A Published Article listed under the Featured tab on the knowledge base home, in a chosen order. While any are pinned, Featured replaces the Latest tab. Unpublishing or archiving it unpins it.
_Avoid_: Promoted article, featured article (that is only the portal's tab)

**Article weight**:
A whole number on an Article. Inside its Category, a heavier Article lists first; equal weights keep the usual order (newest, or most viewed). Pinning never changes it. It has no effect on search or the home page's Popular and Latest lists.
_Avoid_: Priority, rank, position

**General**:
The reserved Category that receives the Articles of a deleted Category. It cannot be renamed or deleted, but it can hold Subcategories like any Category.

**Archived article**:
An Article taken out of the knowledge base without deleting it, so the tickets that cite it keep their link. It belongs to no Category, and readers never see it. Restoring it puts it back in a Category as a draft.

**Access**:
Who can read an Article: Public (anyone), Customers (signed-in customers), or Private (agents only).
_Avoid_: Visibility, audience

**Category access**:
The Access shared by every Article in a Category and its Subcategories; Mixed when they differ. It is derived from the Articles, never stored. A reader sees a Category when they can read any Article in it or its Subcategories.

## SLA

**Working hours**: the hours of a workday, set per weekday on an SLA policy (HD Service Day: start and end time). Only working hours count towards an SLA: due dates (response by, resolution by), elapsed times (first response, resolution, hold, failed by), ticket analytics and the outside-hours banner all skip holidays, non-workdays and the time outside these hours.

**Break**: an optional pause inside a workday, such as lunch, set as a break start and end on that workday's row. A row has at most one break, which must sit strictly inside its working hours. The break is not working time: the SLA clock stops for it everywhere working hours apply, and a ticket raised during it is raised outside working hours. Open tickets pick up a new or changed break the next time they are updated.