Add first round of proper documentation. Mostly taken from the README at this stage.

docs/source/api.rst

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+django-helpdesk Ticket API
+==========================
+
+django-helpdesk includes an API accessible via HTTP POST requests, allowing you to create and alter tickets from 3rd party software and systems.
+
+For usage instructions and command syntax, see the file templates/helpdesk/api_help.html, or visit http://helpdesk/api/help/.

docs/source/conf.py

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+# -*- coding: utf-8 -*-
+#
+# django-helpdesk documentation build configuration file, created by
+# sphinx-quickstart on Fri Feb  4 00:19:32 2011.
+#
+# This file is execfile()d with the current directory set to its containing dir.
+#
+# Note that not all possible configuration values are present in this
+# autogenerated file.
+#
+# All configuration values have a default; values that are commented out
+# serve to show the default.
+
+import sys, os
+
+# If extensions (or modules to document with autodoc) are in another directory,
+# add these directories to sys.path here. If the directory is relative to the
+# documentation root, use os.path.abspath to make it absolute, like shown here.
+#sys.path.insert(0, os.path.abspath('.'))
+
+# -- General configuration -----------------------------------------------------
+
+# If your documentation needs a minimal Sphinx version, state it here.
+#needs_sphinx = '1.0'
+
+# Add any Sphinx extension module names here, as strings. They can be extensions
+# coming with Sphinx (named 'sphinx.ext.*') or your custom ones.
+extensions = []
+
+# Add any paths that contain templates here, relative to this directory.
+templates_path = ['_templates']
+
+# The suffix of source filenames.
+source_suffix = '.rst'
+
+# The encoding of source files.
+#source_encoding = 'utf-8-sig'
+
+# The master toctree document.
+master_doc = 'index'
+
+# General information about the project.
+project = u'django-helpdesk'
+copyright = u'2011, Ross Poulton + Contributors'
+
+# The version info for the project you're documenting, acts as replacement for
+# |version| and |release|, also used in various other places throughout the
+# built documents.
+#
+# The short X.Y version.
+version = '0.1'
+# The full version, including alpha/beta/rc tags.
+release = '0.1'
+
+# The language for content autogenerated by Sphinx. Refer to documentation
+# for a list of supported languages.
+#language = None
+
+# There are two options for replacing |today|: either, you set today to some
+# non-false value, then it is used:
+#today = ''
+# Else, today_fmt is used as the format for a strftime call.
+#today_fmt = '%B %d, %Y'
+
+# List of patterns, relative to source directory, that match files and
+# directories to ignore when looking for source files.
+exclude_patterns = []
+
+# The reST default role (used for this markup: `text`) to use for all documents.
+#default_role = None
+
+# If true, '()' will be appended to :func: etc. cross-reference text.
+#add_function_parentheses = True
+
+# If true, the current module name will be prepended to all description
+# unit titles (such as .. function::).
+#add_module_names = True
+
+# If true, sectionauthor and moduleauthor directives will be shown in the
+# output. They are ignored by default.
+#show_authors = False
+
+# The name of the Pygments (syntax highlighting) style to use.
+pygments_style = 'sphinx'
+
+# A list of ignored prefixes for module index sorting.
+#modindex_common_prefix = []
+
+
+# -- Options for HTML output ---------------------------------------------------
+
+# The theme to use for HTML and HTML Help pages.  See the documentation for
+# a list of builtin themes.
+html_theme = 'default'
+
+# Theme options are theme-specific and customize the look and feel of a theme
+# further.  For a list of options available for each theme, see the
+# documentation.
+#html_theme_options = {}
+
+# Add any paths that contain custom themes here, relative to this directory.
+#html_theme_path = []
+
+# The name for this set of Sphinx documents.  If None, it defaults to
+# "<project> v<release> documentation".
+#html_title = None
+
+# A shorter title for the navigation bar.  Default is the same as html_title.
+#html_short_title = None
+
+# The name of an image file (relative to this directory) to place at the top
+# of the sidebar.
+#html_logo = None
+
+# The name of an image file (within the static path) to use as favicon of the
+# docs.  This file should be a Windows icon file (.ico) being 16x16 or 32x32
+# pixels large.
+#html_favicon = None
+
+# Add any paths that contain custom static files (such as style sheets) here,
+# relative to this directory. They are copied after the builtin static files,
+# so a file named "default.css" will overwrite the builtin "default.css".
+html_static_path = ['_static']
+
+# If not '', a 'Last updated on:' timestamp is inserted at every page bottom,
+# using the given strftime format.
+#html_last_updated_fmt = '%b %d, %Y'
+
+# If true, SmartyPants will be used to convert quotes and dashes to
+# typographically correct entities.
+#html_use_smartypants = True
+
+# Custom sidebar templates, maps document names to template names.
+#html_sidebars = {}
+
+# Additional templates that should be rendered to pages, maps page names to
+# template names.
+#html_additional_pages = {}
+
+# If false, no module index is generated.
+#html_domain_indices = True
+
+# If false, no index is generated.
+#html_use_index = True
+
+# If true, the index is split into individual pages for each letter.
+#html_split_index = False
+
+# If true, links to the reST sources are added to the pages.
+#html_show_sourcelink = True
+
+# If true, "Created using Sphinx" is shown in the HTML footer. Default is True.
+#html_show_sphinx = True
+
+# If true, "(C) Copyright ..." is shown in the HTML footer. Default is True.
+#html_show_copyright = True
+
+# If true, an OpenSearch description file will be output, and all pages will
+# contain a <link> tag referring to it.  The value of this option must be the
+# base URL from which the finished HTML is served.
+#html_use_opensearch = ''
+
+# This is the file name suffix for HTML files (e.g. ".xhtml").
+#html_file_suffix = None
+
+# Output file base name for HTML help builder.
+htmlhelp_basename = 'django-helpdeskdoc'
+
+
+# -- Options for LaTeX output --------------------------------------------------
+
+# The paper size ('letter' or 'a4').
+#latex_paper_size = 'letter'
+
+# The font size ('10pt', '11pt' or '12pt').
+#latex_font_size = '10pt'
+
+# Grouping the document tree into LaTeX files. List of tuples
+# (source start file, target name, title, author, documentclass [howto/manual]).
+latex_documents = [
+  ('index', 'django-helpdesk.tex', u'django-helpdesk Documentation',
+   u'Ross Poulton + Contributors', 'manual'),
+]
+
+# The name of an image file (relative to this directory) to place at the top of
+# the title page.
+#latex_logo = None
+
+# For "manual" documents, if this is true, then toplevel headings are parts,
+# not chapters.
+#latex_use_parts = False
+
+# If true, show page references after internal links.
+#latex_show_pagerefs = False
+
+# If true, show URL addresses after external links.
+#latex_show_urls = False
+
+# Additional stuff for the LaTeX preamble.
+#latex_preamble = ''
+
+# Documents to append as an appendix to all manuals.
+#latex_appendices = []
+
+# If false, no module index is generated.
+#latex_domain_indices = True
+
+
+# -- Options for manual page output --------------------------------------------
+
+# One entry per manual page. List of tuples
+# (source start file, name, description, authors, manual section).
+man_pages = [
+    ('index', 'django-helpdesk', u'django-helpdesk Documentation',
+     [u'Ross Poulton + Contributors'], 1)
+]

docs/source/configuration.rst

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+django-helpdesk Configuration
+=============================
+
+Before django-helpdesk will be much use, you need to do some basic configuration. Most of this is done via the Django admin screens.
+
+1. Visit ``http://yoursite/admin/`` and add a Helpdesk Queue. If you wish, enter your POP3 or IMAP server details. 
+
+   **IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
+
+2. Visit ``http://yoursite/helpdesk/`` (or whatever path as defined in your ``urls.py``) 
+
+3. If you wish to automatically create tickets from the contents of an e-mail inbox, set up a cronjob to run the management command on a regular basis. 
+
+   Don't forget to set the relevant Django environment variables in your crontab::
+
+       */5 * * * * /path/to/helpdesksite/manage.py get_email
+
+   This will run the e-mail import every 5 minutes
+
+   **IMPORTANT NOTE**: Any tickets created via POP3 or IMAP mailboxes will DELETE the original e-mail from the mail server.
+
+4. If you wish to automatically escalate tickets based on their age, set up a cronjob to run the escalation command on a regular basis::
+   
+       0 * * * * /path/to/helpdesksite/manage.py escalate_tickets
+   
+   This will run the escalation process hourly, using the 'Escalation Hours' setting for each queue to determine which tickets to escalate.
+
+5. If you wish to exclude some days (eg, weekends) from escalation calculations, enter the dates manually via the Admin, or setup a cronjob to run a management command on a regular basis::
+
+       0 0 * * 0 /path/to/helpdesksite/manage.py create_escalation_exclusions --days saturday,sunday --escalate-verbosely
+
+   This will, on a weekly basis, create exclusions for the coming weekend.
+
+6. Log in to your Django admin screen, and go to the 'Sites' module. If the site ``example.com`` is listed, click it and update the details so they are relevant for your website.
+
+7. If you do not send mail directly from your web server (eg, you need to use an SMTP server) then edit your ``settings.py`` file so it contains your mail server details::
+
+       EMAIL_HOST = 'XXXXX'
+       EMAIL_HOST_USER = 'YYYYYY@ZZZZ.PPP'
+       EMAIL_HOST_PASSWORD = '123456'
+
+You're now up and running! Happy ticketing.

docs/source/custom_fields.rst

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+django-helpdesk custom fields
+=============================
+
+As of February 2011, django-helpdesk supports custom fields on the ``Ticket`` model. These fields are created by using the Django administration tool, and are shown on both the public and staff submission forms. 
+
+You can use most Django field types including text, integer, boolean, and list.
+
+The demo at http://demo.jutdahelpdesk.com contains an example of each type of custom field, including a mix of mandatory and optional fields.
+
+Note that this feature is still in beta - it needs quite a bit of testing and no doubt has bugs!

docs/source/index.rst

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+Welcome to django-helpdesk's documentation!
+===========================================
+
+django-helpdesk is a Django application to manage helpdesk tickets for your internal helpdesk. It was formerly known as Jutda Helpdesk.
+
+How Does It Look?
+-----------------
+
+You can see a demo installation at http://demo.jutdahelpdesk.com
+
+Quick Start
+-----------
+
+django-helpdesk is just a Django application with models, views, templates, and some media. If you're comfortable with Django just try ``pip install django-helpdesk``. If not, continue to read the Installation document.
+
+Key Features
+------------
+
+django-helpdesk has been designed for small businesses who need to recieve, manage and respond to requests for help from customers. In this context *'customers'* may be external users, or other people within your company.
+
+* Tickets can be opened vi a email
+* Multiple queues / categories of tickets
+* Integrated FAQ / knowledgebase
+
+Customer-facing Capabilities
+~~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+Customers (who are not 'staff' users in Django) can:
+
+1. Browse your knowledgebase / FAQ
+2. Submit support requests via web/email
+3. Review open and closed requests they submitted
+
+Staff Capabilities
+~~~~~~~~~~~~~~~~~~~~
+
+If a user is a staff member, they get general helpdesk access, including:
+
+1. See the ticket dashboard showing unassigned tickets and basic status of the helpdesk
+2. Review the tickets assigned to them
+3. Search through all tickets, open and closed
+4. Save their searches for future use
+5. Follow up or respond to tickets
+6. Assign tickets to themselves or other staff members
+7. Resolve tickets
+
+
+Licensing
+---------
+django-helpdesk is released under the BSD license, however it packages 3rd party applications which may be using a different license. See the files LICENSE and LICENSE.3RDPARTY for more details.
+
+Dependencies
+------------
+
+1. Python 2.4+
+2. Django (1.2 or newer)
+3. An existing **working** Django project with database etc. If you cannot log into the Admin, you won't get this product working!
+
+Contents:
+---------
+
+.. toctree::
+   :maxdepth: 2
+   :glob:
+
+   install
+   configuration
+   settings
+   spam
+   custom_fields
+   api
+

docs/source/install.rst

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+Installation
+============
+
+django-helpdesk installation isn't difficult, but it requires you have a bit of existing know-how about Django.
+
+
+Getting The Code
+----------------
+
+Installing using PIP
+~~~~~~~~~~~~~~~~~~~~
+
+Try using ``pip install django-helpdesk``. Go and have a beer to celebrate Python packaging.
+
+GIT Checkout (Cutting Edge)
+~~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+``git clone git://github.com/rossp/django-helpdesk.git``
+
+Copy the ``helpdesk`` folder into your ``PYTHONPATH``.
+
+I just want a .tar.gz!
+~~~~~~~~~~~~~~~~~~~~~~
+
+You can download the latest PyPi package from http://pypi.python.org/pypi/django-helpdesk/
+
+Download, extract, and drop ``helpdesk`` into your ``PYTHONPATH``
+
+Adding To Your Django Project
+-----------------------------
+
+1. Edit your ``settings.py`` file and add ``helpdesk`` to the ``INSTALLED_APPS`` setting. You also need ``django.contrib.admin`` in ``INSTALLED_APPS`` if you haven't already added it. eg::
+    
+    INSTALLED_APPS = (
+        'django.contrib.auth',
+        'django.contrib.contenttypes',
+        'django.contrib.sessions',
+        'django.contrib.sites',
+        'django.contrib.admin', # Required for helpdesk admin/maintenance
+        'django.contrib.markup', # Required for text display
+        'helpdesk', # This is new!
+    )
+
+2. Make sure django-helpdesk is accessible via ``urls.py``. Add the following line to ``urls.py``::
+
+     (r'helpdesk/', include('helpdesk.urls')),
+
+3. Create the required database tables. I'd suggest using *South*, however the following will work::
+
+   ./manage.py syncdb
+
+4. Inside your ``MEDIA_ROOT`` folder, create a new folder called ``helpdesk`` and copy the contents of ``helpdesk/htdocs`` into it. Alternatively, create a symlink:
+
+   ``ln -s /path/to/helpdesk/htdocs /path/to/media/helpdesk``
+
+5. Inside your ``MEDIA_ROOT`` folder, inside the ``helpdesk`` folder, is a folder called ``attachments``. Ensure your web server software can write to this folder - something like this should do the trick::
+
+        chown www-data:www-data attachments/
+        chmod 700 attachments
+
+    (substitute www-data for the user / group that your web server runs as, eg 'apache' or 'httpd')
+
+    If all else fails ensure all users can write to it:
+
+    ``chmod 777 attachments/``
+
+    This is NOT recommended, especially if you're on a shared server.
+
+6. Ensure that your ``attachments`` folder has directory listings turned off, to ensure users don't download files that they are not specifically linked to from their tickets.
+
+   If you are using Apache, put a ``.htaccess`` file in the ``attachments`` folder with the following content:
+
+   ``Options -Indexes``
+
+   You will also have to make sure that ``.htaccess`` files aren't being ignored.
+
+   Ideally, accessing http://MEDIA_URL/helpdesk/attachments/ will give you a 403 access denied error.
+

docs/source/settings.rst

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+django-helpdesk settings
+========================
+
+The following settings can be changed in your ``settings.py`` file to help change the way django-helpdesk operates.
+
+HELPDESK_DEFAULT_SETTINGS
+-------------------------
+
+django-helpdesk has a built in ``UserSettings`` entity with per-use options that they will want to configure themselves. When you create a new user, a set of options is automatically created for them which they can then change themselves.
+
+If you want to override the default settings for your users, create ``HELPDESK_DEFAULT_SETTINGS`` as a dictionary in ``settings.py``. The default is below::
+
+    HELPDESK_DEFAULT_SETTINGS = {
+            'use_email_as_submitter': True,
+            'email_on_ticket_assign': True,
+            'email_on_ticket_change': True,
+            'login_view_ticketlist': True,
+            'email_on_ticket_apichange': True,
+            'tickets_per_page': 25
+            }

docs/source/spam.rst

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+django-helpdesk spam filtering
+==============================
+
+django-helpdesk includes a copy of ``akismet.py`` by Michael Foord, which lets incoming ticket submissions be automatically checked against either the Akismet or TypePad Anti-Spam services.
+
+To enable this functionality, sign up for an API key with one of the following services:
+
+Akismet
+~~~~~~~
+
+* Sign up at http://akismet.com/
+* Save your API key in ``settings.py`` as ``AKISMET_API_KEY``
+
+**Note**: Akismet is only free for personal use. Paid commercial accounts are available.
+
+TypePad AntiSpam
+~~~~~~~~~~~~~~~~
+* Sign up at http://antispam.typepad.com/
+* Save your API key in ``settings.py`` as ``TYPEPAD_ANTISPAM_API_KEY``
+
+This service is free to use, within their terms and conditions.
+
+If you have either of these settings enabled, the spam filtering will be done automatically. If you have *both* settings configured, TypePad will be used instead of Akismet.
+
+
+Example
+~~~~~~~
+
+A sample configuration in ``settings.py`` may be:
+
+TYPEPAD_ANTISPAM_API_KEY = 'abc123'