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+<div class="admin-task" markdown="1" id="navigating-as-pro-staff">
+
+### Navigating FixMyStreet Pro as a staff user
+
+<img alt="When you're logged in as an administrator the 'admin' button is in the navigation menu" src="/assets/img/pro-user-guide/navigating-as-pro-staff.png" class="admin-screenshot" />
+
+If your Administrator has already given you staff permissions, you’ll see additional admin button
+on the top menu when you’re logged in. If not, your Administrator can add these permissions at
+any time: see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’.
+</div>
+
+<div class="admin-task" markdown="1" id="viewing-reports-your-area">
+
+### Viewing all reports in your area
+
+<span class="admin-task__permissions">Permissions required: none</span>
+
+If you want to view everything that’s been reported within the council area, here’s the quickest
+way.
+
+Click on ‘all reports’ in the top menu. You’ll see the boundaries of your council area on the map,
+and a list of all reports listed, with the most recent reports at the top, on the left hand panel.
+
+<img alt="Click all reports in the top menu to view all reports in an area" src="/assets/img/pro-user-guide/viewing-reports-your-area.png" class="admin-screenshot" />
+
+Note that staff members can be allocated one or more category (e.g. potholes, streetlights, etc) by
+the Administrator — see ‘[Creating a Staff Account](#adminstrating-staff-accounts)’ for more details. When logged in, these staff
+members will see reports within these categories by default.
+
+</div>
+
+<div class="admin-task" markdown="1" id="defining-area-interest">
+
+### Defining the area of interest
+
+<span class="admin-task__permissions">Permissions required: none</span>
+
+If required, you can also use the controls to the right of the screen to zoom
+in or out, or pan across the map. As you’ll see, the list of reports and URL
+(web address) always reflect the area you are viewing on the map, so this is
+another way of refining your view.
+
+Once you've found a satisfactory view, and if you are likely to want to revisit
+it, you can bookmark or otherwise take a copy of the URL displayed in your
+browser, so you don't have to define the location again in the future.
+
+</div>
+
+<div class="admin-task" markdown="1" id="view-report-specific-area">
+
+### Viewing a report in a specific area
+
+If you already know the street name or postcode of the location you’d like to view, you may find it
+quicker to use the search form on the front page.
+
+</div>
+
+<div class="admin-task" markdown="1" id="filtering-sorting-reports">
+
+### Filtering and sorting reports
+
+<span class="admin-task__permissions">Permissions required: none</span>
+
+<img alt="The drop-downs at the top of the report list allow you to filter which reports you see" src="/assets/img/pro-user-guide/filtering-sorting-reports.png" class="admin-screenshot" />
+
+The drop-downs at the top of the report list allow you to filter which reports you see, by state (e.g.
+‘Fixed’ or ‘In progress’) and category (e.g. Potholes or Graffiti). You may also sort them by date
+created, how recently they have been updated, or number of updates.
+
+</div>
+
+<div class="admin-task" markdown="1" id="view-single-report">
+
+### Viewing a single report
+
+<span class="admin-task__permissions">Permissions required: none</span>
+
+Click on one of the issues in the list, or on a map pin, to view the full report.
+See '[Dealing with undesirable content](#deal-undesirable-content)‘ below for how to moderate or hide a report.
+
+</div>
+
+<div class="admin-task" markdown="1" id="search-report">
+
+### Searching for a report
+
+<span class="admin-task__permissions">Permissions required: User must be marked
+as staff; “Edit reports” or “Edit users' details/search for their reports” must
+be ticked</span>
+
+
+Click on ‘admin’ in the top menu bar.
+
+There are a number of different options for using the Search Reports box:
+
+- Enter any word contained in the required report’s title or body
+- Search by the report-maker’s name (or part of the name), their email address or phone
+    number (where given).
+- Search by the report’s ID number if it’s known. Putting ‘id:’ directly before this number in
+    the search box will speed up the return of results.
+
+<img alt="There are a number of different options for using the Search Reports box" src="/assets/img/pro-user-guide/search-report.png" class="admin-screenshot" />
+
+The search will return a list of all reports that fulfil your parameters.
+Depending upon the staff user’s permissions, you can then either click on the
+report’s ID number to open the report in a new browser window and access the
+moderation/ editing/ inspection facilities there; or click on the word ‘Edit’
+to access the full report admin editing page.
+
+</div>
+
+<div class="admin-task" markdown="1" id="search-user">
+
+### Searching for a user
+
+<span class="admin-task__permissions">Permissions required: User must be marked
+as staff; “Edit users' details/search for their reports” must be ticked</span>
+
+Click on ‘admin’ in the top menu bar.
+
+Enter any part of the user’s name or email address in the ‘Search users’ box.
+
+</div>
+
+<div class="admin-task" markdown="1" id="editing-users-information">
+
+### Editing a user’s information
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; "Edit users' details/search for their reports" must be ticked.</span>
+
+Click on ‘Edit’ beside any user to view or change their account details.
+Or, click the user’s email address to view a list of all reports and updates made by that user.
+
+</div>
+
+<div class="admin-task" markdown="1" id="view-reports-non-staff-user">
+
+### Viewing reports as a non-staff user
+
+As a staff user, your view of a report includes moderation functions which ordinary users do not
+see. If you would like to view a report as a member of the public would see it, there are three
+options:
+
+- Log out of FixMyStreet, or
+- Start a [private browsing session](https://www.howtogeek.com/269265/how-to-enable-private-browsing-on-any-web-browser/), or
+- View the page in a different browser (e.g. Chrome rather than Internet Explorer), in which you are
+not logged in to FixMyStreet.
+
+Any of these courses of action will allow you to view the site as an anonymous visitor, with no
+recognition of your staff role.
+
+</div>
+
+<div class="admin-task" markdown="1" id="create-reports-behalf-user">
+
+### Creating reports on behalf of another user/ the council
+
+<span class="admin-task__permissions">Permissions required: User must be marked
+as staff; one or more of ‘Create reports/updates on a user's behalf’, ‘Create
+reports/updates as anonymous user’ and ‘Create reports/updates as the council’
+must be ticked.</span>
+
+If a resident makes a report by phone or in person, staff members with the appropriate
+permissions can add it to FixMyStreet on their behalf. The report may bear the resident’s name; or
+it may be anonymous (i.e. the report-maker’s name is not published on the site, but will still be
+available in the admin interface). Alternatively, reports can be made as if from the council itself.
+In such cases, staff should make a new report just as a member of the public would — see ‘[The
+citizen’s experience](/pro-manual/citizens-experience/)'. Those with the appropriate permissions will see a dropdown box in
+the report-making interface, labeled ‘Report As’. Select ‘the council’, ‘yourself’, ‘anonymous’ or
+‘another user’.
+
+If a user has the ‘Default to creating reports/update as the council’
+permission then the dropdown will default to reporting as the council.
+Staff with the ’Markup problem details’ permission will also default to
+reporting as the council.
+
+</div>
+
+
+<div class="admin-task" markdown="1" id="deal-undesirable-content">
+
+### Dealing with undesirable content
+
+Fortunately, abuse of FixMyStreet is fairly rare: undesirable content represents a tiny fraction of
+the reports made each year. But of course, you need the tools to deal with it, and there are other
+reasons you may wish to edit a report, too. We estimate that somewhere in the region of three in
+every thousand reports will require moderation, based on figures from other councils.
+
+#### Reasons for moderation
+
+- **Personal information** ​such as the accidental inclusion of contact details in the report
+body.
+- **Potentially libelous content** ​such as complaints about illegal or anti-social behaviour
+which implicate an identifiable individual.
+- **Abusive content** ​such as profanity or unsuitable images.
+- **Council staff** ​ may have added an update which they now wish to alter, eg because of a
+spelling mistake (if the report’s status has changed or a factual error was made, we
+recommend a new update rather than editing an existing one).
+
+We recommend a ‘light touch’ approach to editing, in which any content from a user, other than
+those types listed above, is left intact. For example, there is no need to correct a report-maker’s
+spelling or grammar unless they request that you do so.
+
+
+#### Moderating reports
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; ‘moderate report details’ must be ticked.</span>
+
+When logged in, staff with the required level of permissions can moderate reports directly on the
+report webpage. You will see a ‘moderate’ button below the report’s main body, and above each
+update. Clicking this button gives you the ability to:
+
+- Edit the title or body of the report or update
+- Remove a user’s name from the report or update
+- Remove a photograph from a report
+
+<img alt="The ‘moderate’ button below the report’s main body" src="/assets/img/pro-user-guide/deal-undesirable-content.png" class="admin-screenshot" />
+
+You can also add a note to indicate the reason for the change to the report.
+
+Moderation history will be shown within the report updates, and is only visible to people with
+the moderate permission.
+
+#### Hiding reports
+
+Clicking the moderation button also gives you the option to hide an entire report or its updates.
+‘Hiding’ means that the report is no longer visible to the general public, but it remains in the site’s
+database and is accessible to staff with admin permissions.
+
+Once a report is hidden, staff without admin permissions can no longer access it — so if, for
+example, they hide a report by accident and wish to revert it to public, they must contact a team
+member with the appropriate permissions.
+
+#### Removing users’ names
+
+When users make a report on FixMyStreet, they may choose not to display their name on the
+public web page. If a user accidentally chooses to display their name and then wishes to remove it,
+they can do so themselves when logged in to FixMyStreet.
+
+However, if necessary, council staff can also remove a name from a public report on behalf of the
+user: see ‘[moderating reports](#deal-undesirable-content)’.
+
+#### Adding a user to the abuse list
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff, ‘Edit reports’ must be ticked.</span>
+
+You can add an abusive user's email to the abuse list, which automatically hides any reports they
+create, and means that their reports are not sent. Instead, the user sees a message that there was
+an error in confirming their report.
+
+Staff with the required permissions can ban a user directly from a report page, using the ‘Ban user’
+button.
+
+<img alt="Ban a user directly from a report page" src="/assets/img/pro-user-guide/ban-user-report-page.png" class="admin-screenshot" />
+
+#### Removing users from the banned list
+
+When a user has been banned, an ‘unban’ button will be visible on their records and reports. This
+restores them to the status of a standard user, but it does not have any effect on reports which
+were made during the period when the user was banned — these remain unsent.
+
+</div>
+
+<div class="admin-task" markdown="1" id="create-reports-private">
+
+### Creating/Viewing private reports
+
+<span class="admin-task__permissions">Permissions required: User must be marked
+as staff; one or more of ‘View/Mark private reports’ and ‘Markup problem
+details’ must be ticked.</span>
+
+If a you are creating a report that has to contain information that should
+not be make public, e.g. Names and addresses, then you can create a
+Private report. This will still be visible to staff members with the
+relevant permissions and will be sent as normal but will not be visible
+to members of the public.
+
+You can also mark an existing report as private by visiting the report
+page while logged in, checking "Private" and clicking "Save Changes".
+
+In such cases, staff should make a new report just as a member of the public would — see ‘[The
+citizen’s experience](/pro-manual/citizens-experience/)'. Those with the appropriate permissions
+will see a "Private" checkbox underneath the user details which they should select.
+
+On the reports page you can select "Private only" from the status filter
+to display only the reports that have been marked private.
+
+</div>
+
+<div class="admin-task" markdown="1" id="correct-reporter-errors">
+
+### Correcting reporter errors
+
+#### Changing a report’s category
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff, and ‘edit report category’ must be ticked.</span>
+
+If the user has chosen the wrong category for their report, when logged in, staff with the appropriate permissions can change it from within the on-page editing interface, from the dropdown to the right of the report.
+
+<img alt="Change the category of a report" src="/assets/img/pro-user-guide/change-category-report.png" class="admin-screenshot" />
+
+If changing the category of the report results in it becoming the responsibility of another authority,
+the report will be re-sent to that authority. Do not mark it as closed, even though you have now
+dealt with it as far as your council is concerned; from the other authority's point of view, and for
+the person who made the report, the status is still open.
+
+However, if the report remains your council’s responsibility, the category change does not re-send
+the report unless the send method has changed (e.g. in the case of councils where some reports are sent via the Open311 protocol and others by email).
+
+#### Changing the location
+
+<span class="admin-task__permissions">Permissions required: User must be marked
+as staff; ‘Markup problem details’, ‘Edit report category’, or ‘Edit report
+priority’ must be ticked</span>
+
+- You can click and drag a pin at any time to change the report’s specified location.
+- When viewing a report on the ground, staff with the appropriate permissions may click
+‘set to my current location’. This will reset the co-ordinates of the issue to reflect a more accurate placement. 
+
+</div>
+
+<div class="admin-task" markdown="1" id="keep-report-maker-informed">
+
+### Keeping the report-maker informed
+
+Updates can be left on a report in order to keep the creator of the report, and
+the wider public viewing the site, informed on what is happening with the
+report. Staff members can update the state of the report if necessary,
+including states such as ‘in progress’ or ‘no further action’, plus leave a
+textual update to explain in more detail.
+
+Many issues require identical or very similar responses. Rather than type your reply out each time,
+staff can choose from a number of pre-written (but still editable) template responses, such as
+‘Thank you for your report, we’ll be back in touch with an update soon’, ‘Repairs are now
+underway’ and ‘This issue is now closed’.
+
+#### Status updates
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff</span>
+
+<img alt="Use a template to make public updates faster" src="/assets/img/pro-user-guide/report-public-update.png" class="admin-screenshot" />
+
+From the report page, staff with the appropriate permissions may select from the ‘public update’
+dropdown. This will prefill an update with template text for one of a number of common statuses.
+The templates are created by the Administrator; see ‘[Creating response templates](#creating-and-editing-priorities)’.
+
+The text in template responses is fully editable on the report page, so staff may also choose to add
+their own comments or edit the preformatted responses to reflect the precise circumstances of the
+report. Alternatively they may write an entirely new status update.
+
+In some cases, template responses are automatically attached to a report state — for example,
+setting the report state as closed may automatically select the template ‘Issue closed’. See
+‘creating a template’.
+
+If ‘Create reports/updates as the council’ is ticked in the staff user’s account permissions, their
+updates will be labeled as from the council rather than the staff member’s name. For the sake of
+staff privacy, this is usually preferable.
+
+This option is also available via the general 'Update' box under the main report.
+
+#### Requests for more information
+
+Depending on your preference, you may request more information by contacting the user directly,
+or by leaving a status update on the report that asks for the details you need. Both will reach the
+report-maker; the difference is that a status update can also be seen by anyone viewing the report
+online.
+
+</div>
+
+<div class="admin-task" markdown="1" id="prioritising-tasks">
+
+### Prioritising tasks
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff and ‘edit report priority’ or 'mark up problem
+details' must be ticked.</span>
+
+<img alt="Set a report priority from the report screen" src="/assets/img/pro-user-guide/report-change-priority.png" class="admin-screenshot" />
+
+#### Setting a priority
+From the panel on the right hand side of a report, staff with the appropriate permissions may
+select a priority from a drop-down list. These priorities are created by Administrator-level users;
+see ‘[Setting categories and priorities](#creating-and-editing-priorities) ’.
+
+</div>
+
+<div class="admin-task" markdown="1" id="working-with-shortlists">
+
+### Working with shortlists
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff and ‘manage shortlist’ must be ticked.</span>
+
+You can easily create a shortlist of reports that you need to inspect, and arrange them into the
+order that suits you best. Once that’s done, you can consult them via a mobile device — even when
+offline — or, if you prefer, print the list out on paper.
+
+#### Making a shortlist
+
+<img alt="Add reports to your shortlist by clicking the star icons" src="/assets/img/pro-user-guide/all-reports-shortlist.png" class="admin-screenshot" />
+
+First, navigate to the ‘All reports’ page where you will see issues listed on the left. In most cases,
+it’s useful to leave these in their default of ‘sort by newest’ so that you see the most recent reports
+first, and to use the dropdown to filter the reports so that you only see those which have an ‘open’
+status. You may also wish to limit your results to a specific category. See more about [filtering and
+sorting reports](#filtering-and-sorting-reports).
+
+Once this is done, you can add a report to your shortlist by clicking on the star beside it. The star
+will turn green to indicate that it has been added. Click the stars by any report which you wish to
+investigate.
+
+At a certain level of zoom, there’s also the ability to ‘add all reports visible to shortlist’, which
+allows you to make a bulk addition of everything within the area.
+
+Alternatively, you may add a report from within the individual report page.
+Adding a report to your own list will remove it from any other staff member’s list to which it has
+previously been added.
+
+<img alt="Add a report to your shortlist from within the individual report page" src="/assets/img/pro-user-guide/report-page-shortlist.png" class="admin-screenshot" />
+
+#### Viewing, editing and sorting the shortlist
+
+Click on ‘Shortlist’ in the top menu bar and you will see all the reports which you’ve selected.
+You can continue to add more reports by returning to the ‘all reports’ page.
+
+<img alt="View your shortlist from the link in the navigation bar" src="/assets/img/pro-user-guide/your-shortlist.png" class="admin-screenshot" />
+
+
+If you wish to remove a report from your list, click on the green star again. This can be done on the
+individual report’s page, from the ‘all reports’ page, or from within your shortlist.
+
+Shortlists can be ordered and filtered in the same way as the main list, by using the dropdown
+menus. You can also use the arrows beside each report title to move them up or down the list, until
+they are in a practical order for your route or priorities.
+
+#### Viewing navigation routes
+
+From any report, you can click the button marked ‘navigate to this problem’. This will open a
+separate tab in your browser, and plot a route on Google maps from your current location.
+
+</div>
+
+<div class="admin-task" markdown="1" id="viewing-editing-reports-offline">
+
+### Viewing and editing reports offline
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff and ‘manage shortlist’ must be ticked.</span>
+
+Sometimes it’s useful to be able to see and update reports even when you’re offline — perhaps in
+areas with low mobile connectivity, or because you want to save data. FixMyStreet Pro will let you
+do this, and then it syncs everything up when you’re back online.
+
+Visit your shortlist page before you go out and about: you’ll see a message that the list is being
+cached for use offline. That means that whenever you are viewing the page without an internet
+connection, you’ll be able to see the reports — make sure you have the shortlist page bookmarked
+so that you can find it when you need it.
+
+While offline, you can view reports, create and edit updates. The changes will all go live once you
+go online to sync.
+
+#### Syncing
+
+To synchronise your records once you're back online, just visit any page on FixMyStreet and click the prompt to submit your changes.
+
+</div>
+
+<div class="admin-task" markdown="1" id="adminstrating-staff-accounts">
+
+### Administrating staff accounts
+
+#### Creating a staff account
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; ‘Edit other users’ permissions’ must be ticked.</span>
+
+<img alt="From the user admin page you can administer staff accounts" src="/assets/img/pro-user-guide/user-admin-page.png" class="admin-screenshot" />
+
+Go to the ‘Users’ tab in the admin menu.
+
+You’ll see a table of existing users. Below this is the ‘add user’ interface.
+
+First create the basic user account by inputting a name and email address, plus any other contact
+details desired. Once this is done and you have saved the input, you can edit the account to assign
+any permissions required.
+
+You can use the same form to create a user account for a resident or a member of staff, so tick
+‘staff user’ if you wish to create an admin account.
+
+The new staff user can then log in via the normal method.
+
+#### Assigning permissions
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; ‘Edit other users' permissions must be ticked.</span>
+
+<img alt="You can assign permissions to users on this screen" src="/assets/img/pro-user-guide/user-admin-permissions.png" class="admin-screenshot" />
+
+Once you have created the basic staff user account, you’ll be taken to a page where you can assign
+permissions.
+
+You can also always edit any user from the table at the top of the Users page by clicking ‘edit’.
+Check the boxes relating to the permissions you wish that user to have, and click ‘submit changes’.
+
+
+#### Setting categories or areas
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; ‘Edit other users' permissions’ must be ticked.</span>
+
+<img alt="You can allocate categories to individual users by checking the relevant category boxes" src="/assets/img/pro-user-guide/user-admin-categories.png" class="admin-screenshot" />
+
+The Administrator can allocate one or more categories of report (e.g. Potholes or Highways
+maintenance) to a staff user by editing the user and checking the relevant category boxes. The
+staff user, when logged in, will then only see reports within those categories. This is useful where a
+staff user only deals with reports of a specific type.
+
+#### Removing accounts
+
+To remove an account, the Administrator-level member of staff should make contact with
+mySociety.
+
+</div>
+
+<div class="admin-task" markdown="1" id="creating-editing-categories">
+
+### Creating and editing categories
+
+<div class="boxout" markdown="1">
+
+#### Note
+
+If your FixMyStreet Pro installation has been integrated with a CRM system, this
+section does not apply. In such cases, categories are managed from within the CRM, and
+FixMyStreet will be set up to work with these.
+
+</div>
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; “Add/edit problem categories” must be
+ticked.</span>
+
+<img alt="Control the categories the site displays when a report is made here" src="/assets/img/pro-user-guide/category-admin-page.png" class="admin-screenshot" />
+
+#### Creating a category
+
+Those with the appropriate permissions can dictate which categories the site displays when a
+report is being made.
+
+These categories also become one of the criteria by which all users — both members of the public
+and staff users — can filter reports when viewing them on the site.
+
+From the Admin menu, click on ‘Categories’. You’ll see a table of existing categories, and below
+that, a form by which you can create new ones.
+
+
+Input a title for the category, and the email address to which reports in that category should be
+forwarded. When creating a category, these are the only fields required.
+
+You can set up as many or as few categories as you like, and each category can have its own email
+address attached to it, so for example, reports about potholes may go to one council email
+address, while reports about road signs go to another. More than one category may share the
+same email address, if required.
+
+For the best user experience, categories should be limited to no more than 20, and should be fairly
+broad — so for example, one category titled ‘Parking’ is better than several titled ‘Bad parking’,
+‘Car parks’, ‘Parking meters’, etc — especially if all the reports end up in the same mailbox. Fewer
+and broader categories ensure better accuracy in the routing of reports that you receive, as it is
+easier for a user to identify the correct one.
+
+Category titles should, as far as possible, use language that residents of all levels of experience or
+education are likely to understand, rather than internal council or highways management jargon
+(such as ‘paths’ rather than ‘footways’ and ‘roads’ rather than ‘carriageways’ or even ‘highways’).
+We always recommend the inclusion of one category titled ‘Other’, for reports which do not fit into
+any pre-existing category. This should route emails to a general mailbox from where a member of
+staff can forward them to the most suitable destination.
+
+#### Editing categories
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; “Add/edit problem categories” must be
+ticked.</span>
+
+<img alt="You can edit categories using the edit category interface" src="/assets/img/pro-user-guide/edit-category-page.png" class="admin-screenshot" />
+
+
+You can edit categories at any time by clicking on their title within the table at the top of the
+Categories page.
+
+From here, you can:
+
+- Change the email address that the reports in this category are routed to
+- Set the category’s ‘state’ to Confirmed, Unconfirmed, Inactive or Deleted. This can be
+    useful when categories are discontinued or changed, for example if responsibilities are
+    transferred to another council, or your own council reconfigures its departments.
+  - **Confirmed** ​ indicates that the email address has been verified as correct.
+  - **Inactive** ​ will remove the category from use when reporting problems, but keep it
+          available in map filters. It’s useful for categories which have been discontinued,
+          but which you’d still like users to to be able to view data on.
+  - **Deleted** ​ will remove the category from use, and from map filters. Use this if you
+          want to discontinue a category and have no need for it to appear on the site.
+  - **Unconfirmed** ​ is for categories where the attached email address has not been
+    verified as correct. This option is not commonly used by councils. Reports sent to
+    unconfirmed categories are not routed to the council; instead, an alert email is
+    sent to mySociety staff.
+
+</div>
+
+<div class="admin-task" markdown="1" id="creating-editing-priorities">
+
+### Creating and editing priorities
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; “Add/edit response priorities” must be ticked.</span>
+
+Priorities indicate the relative urgency or importance of a report. You can set them to reflect your
+own internal prioritisation system; there’s also space to add priority codes to comply with external
+services that reports may be passed on to.
+
+<img alt="Set your priorities to reflect your organisations needs" src="/assets/img/pro-user-guide/response-priority-screen.png" class="admin-screenshot" />
+
+#### Create a new priority
+Click on ‘Priorities’ in the admin menu. You will see any existing priorities listed in a table. Click
+‘New priority’ to add a new one, then provide the following details:
+
+- **Name** ​Give the priority a name which will be recognisable when it is being chosen from a
+    dropdown list within a report, e.g. ‘High priority’.
+- **Categories** ​ Priorities can be applied to one or more category of report: check the boxes to
+    indicate which categories.
+- **Description** ​ Include a description of the priority, e.g. ‘Four hour fix’.
+- **External ID** ​ Any code that needs to be passed on to external contractors or services.
+**- Default priority** ​Tick the box if this priority applies to all reports by default.
+
+#### Edit an existing priority
+Click on ‘Priorities’ in the admin menu. You will see any existing priorities listed in a table. Click
+‘edit’ to make changes to an existing priority, and change any of the following, as required:
+
+- **Name** ​ The identifier which appears, to staff with the appropriate permissions, in the
+dropdown menu within a report.
+- **Categories** ​ Priorities can apply to one or more category of report: check the boxes to
+indicate which categories.
+- **Description** ​ Include a description of the priority, e.g. ‘four hour fix’.
+- **External ID** ​ Any code that needs to be passed on to external contractors or services
+**- Default priority** ​Tick the box if this priority applies to all reports by default. If you check
+this box, it will override any existing default priorities.
+- **Flag as deleted** ​ Removes the priority from the system so that it can no longer be applied
+to reports.
+
+</div>
+
+<div class="admin-task" markdown="1" id="creating-editing-response-templates">
+
+### Creating and editing response templates
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff; “Add/edit response templates” must be ticked.</span>
+
+<img alt="You can create and edit pre-written responses on the response templates screen" src="/assets/img/pro-user-guide/response-template-screen.png" class="admin-screenshot"/>
+
+Staff users with the appropriate permissions may create and edit pre-written responses, so that
+they can be applied to reports quickly and easily.
+
+#### Creating a template
+
+Click on ‘Templates’ in the admin menu. You will see a table of any existing templates. Click on the
+button below, marked ‘New template’.
+
+Common template responses deal with statuses such as: Report received; Scheduled for
+inspection; Not council responsibility; Scheduled for repair; Work underway; Unable to fix;
+Re-opened; and Resolved.
+
+There is no limit to the number of template responses you can create.
+When creating templates, you should consider:
+- What are the most common response types that you send back to report makers? It may
+be worth examining recent responses to find out.
+- How should you word your response template text to make it as easy as possible for the
+report maker to understand the status of their issue?
+- What title should you give the template so that it can be easily identified from a drop-down
+list when it is being applied by staff users?
+
+Input a title and some text for your template, then set which categories it should apply to. You may
+create different templates for each category, or use the same templates across multiple
+categories.
+
+You can also set a State so that the template response is automatically used when that state is
+applied to a report.
+
+For example, you can set it so that when a staff user changes a report’s state to ‘No further action’,
+the ‘Resolved’ status update text is automatically applied. While this functionality can be a
+time-saver, we advise using it with caution to ensure that the template text is applicable to every
+situation in which is will be automatically applied.
+
+If you have an Open311 connection, you can click ‘auto-response’ so that a template will be
+applied when the state is updated by the automated Open311 process.
+
+
+#### Editing or deleting a template
+
+Click on ‘Templates’ in the admin menu. You will see a table of existing templates. Click on ‘Edit’
+beside the status you wish to change. You may alter any of the fields as described in the section
+above, ‘Creating a template’. Additionally you can delete the template from this page.
+
+</div>
+
+<div class="admin-task" markdown="1" id="view-statistics">
+
+### Viewing statistics
+
+<span class="admin-task__permissions">Permissions required: User must be marked as staff</span>
+
+When you first log in to the Admin area, you’ll see some top-level stats at the foot of the page,
+including the number of reports published on the site, the number of updates, the number of
+alerts set up and the number of user questionnaires sent out. This can be useful for a quick
+snapshot of activity.
+
+For a more detailed breakdown, visit the stats dashboard. This can be accessed by typing
+‘/dashboard’ on the end of your FixMyStreet url.
+
+From here, you can access statistics on:
+
+- All reports made across the council area
+- Reports made within any specific ward or wards
+- Reports made within any specific category
+- Reports made between specific dates
+- Reports that have a specific status, eg ‘open’ or ‘fixed’
+- A combination of the above.
+
+You can also group the results by:
+
+- Category
+- State
+- Category and state
+- Month
+- Device (this allows you to see how many people access your site via the website, via an
+Android device or via an iOS device).
+
+These statistics can be downloaded as a CSV document, suitable for use in a spreadsheet program
+such as Excel.
+
+</div>