Zammad/HIFIS Helpdesk best-practices

Hi @frust45 , should we add a page with short+simple how-to for using the Zammad in the context of HIFIS Services?

I realize that

• the same questions+errors arise with every new member of HIFIS Helpdesk, e.g. on using internal notes vs answers,
• we should clarify some best-practices on how to handle ticket status
• ... probably more.