Glossary

A support team member who handles, responds to, and resolves customer tickets.

An automated process that closes tickets after a specified period of inactivity from the user.

The accumulated queue of unresolved tickets that have not yet been addressed by the support team.

A pre-written reply template that agents can quickly insert when responding to common questions.

Carbon Copy — Additional email recipients who receive notifications about a ticket's updates.

Customer Satisfaction Score — A metric measuring how satisfied customers are with the support they received.

A user-defined data field added to tickets or forms to capture additional organization-specific information.

An organizational unit within the helpdesk that handles specific types of support requests.

The process of transferring a ticket to a higher-level support team or increasing its priority.

The elapsed time between when a ticket is created and when the first agent reply is sent.

A private comment on a ticket visible only to support agents, not to the customer.

A self-service repository of articles and documentation that helps users find answers independently.

A predefined set of actions that can be applied to a ticket with a single click, such as changing status and adding a reply.

The action of combining two or more duplicate tickets into a single ticket to avoid redundant work.

Net Promoter Score — A metric that measures customer loyalty by asking how likely they are to recommend the service.

A support approach that provides a seamless experience across multiple communication channels like email, chat, and phone.

A classification level assigned to a ticket indicating its urgency and the expected speed of resolution.

The total time from ticket creation to when the issue is fully resolved and the ticket is closed.

Service Level Agreement — A contract that defines expected service quality, response times, and resolution commitments.

The current state of a ticket in its lifecycle, such as Open, Pending, Closed, or Archived.

A support request submitted by a user that is tracked through its lifecycle from creation to resolution.

An organized list of pending support tickets waiting to be assigned or addressed by agents.

A unique alphanumeric identifier assigned to each ticket for easy tracking and communication.

The process of assessing and categorizing incoming tickets based on urgency, type, and required expertise.

A defined sequence of steps and rules that automate ticket routing, assignment, and status changes.