Desk365 Glossary

Dive into our extensive glossary of commonly utilized terms within helpdesk and ticketing systems. Don’t let industry terminology confuse you. This guide is your go-to resource for understanding the most popular terms, ensuring you stay informed and up-to-date.

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A

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Accessibility Control

Capability of a helpdesk system to manage user access through defined roles and permissions for security and policy adherence.
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Accounts

Refers to the contact or customer profiles or entities within the helpdesk system, each representing a distinct user.


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Active Agents

Agents who are currently logged in and actively engaged in providing support by resolving tickets in Desk365.


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Activities Module

A section in the helpdesk system organizing customer support interactions, task updates, and relevant activities.

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Activity Log

Chronological record capturing system events and user activities within the helpdesk system.
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Admins

Users with administrative privileges managing settings and configurations in the helpdesk system.

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Advanced Web Forms

Enhanced online forms offering advanced features and customization options for capturing and managing user input or requests.
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Agent

A user responsible for managing and resolving customer inquiries, tickets, and support-related tasks in the Agent Portal.
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Agent Activity

Real-time actions and engagements performed by support agents within the helpdesk system, including ticket interactions, notes, and other relevant activities.
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Agent alias

An alternative name that a support agent uses in the helpdesk system, offering a recognizable identifier during customer interactions.

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Agent Collision

Occurs when multiple support agents attempt to work on or respond to the same customer ticket simultaneously.
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Agent Escalation

The process of forwarding a customer ticket or inquiry from one support agent to a higher-level agent or authority for specialized assistance or resolution.
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Agent Experience

The overall satisfaction and usability of the helpdesk system's interface and features from the perspective of support agents.


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Agent Interaction

Any engagement, communication, or activity initiated by a support agent via notes while handling customer inquiries or resolving tickets.
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Agent Life Cycle

The stages and transitions a support agent goes through, from onboarding and training to ongoing tasks and potential offboarding, within the operational workflow.

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Agent Metrics (based on conversation)

Data that measures how well support agents perform based on the total number of resolved tickets, average response time, average time to start a conversation, & FRT.

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Agent Portal

A dedicated online platform designed for agents, providing access to tools, information, and features necessary for managing customer interactions and resolving tickets.
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Agent Queue

A waiting line within where customer inquiries or tickets are held before being assigned to available support agents for resolution.



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Agent Role

A predefined set of permissions and responsibilities assigned to a user determining their access level and capabilities in managing tickets.

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Agent signature

A personalized and typically automated signature that can be appended to email templates and ticket conversations by a support agent.

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Agent Transfer

Reassigning a customer inquiry or ticket from one support agent to another for more specialized assistance or resolution.


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API

A set of protocols and tools allowing different software applications to communicate and share data, enabling seamless integration and interaction between Desk365 and third party apps.
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API Usage Limit

The maximum number of requests or operations that can be made through the Application Programming Interface (API) within a specified time period.


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Article

Documentation within the knowledge base, designed to address common queries, provide solutions, and offer guidance for users and support agents.


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Assets

Resources, or elements managed within the helpdesk system, often associated with customer profiles or organizational entities, and relevant to the support or service provided.

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Assignment Rules

Predefined criteria or conditions used to automatically assign tasks, tickets, or inquiries to specific support agents within the ticketing system.


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Asynchronous Messaging

A communication method where messages or interactions between users and support agents do not require simultaneous or real-time responses, allowing for flexibility in communication timing.

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Audit Logs

Chronological records within the helpdesk system documenting and tracking changes, actions, or events, providing a detailed history for accountability, security, and monitoring purposes.

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Automations

Predefined rules or processes designed to automatically execute specific actions, such as assigning tickets, sending notifications, or updating statuses, streamlining repetitive tasks and improving efficiency.
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Average First Response Time

The average duration taken by support agents to provide an initial response to tickets is measured as the average first response time.
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Average Resolution Time

The average duration taken by support agents to fully resolve or address customer inquiries or support tickets.
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Average Time Taken By Agents

The average duration taken by support agents to handle and address customer inquiries, encompassing various stages from initial response to final resolution.
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Average Violation Time

The average duration by which service level agreements (SLAs) are exceeded indicating instances where response or resolution times go beyond established standards.

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Backlog Tickets (average)

The average number of tickets that have been logged or created in the help desk but have not yet been addressed or resolved by a support agents.
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Billing History

A record of all financial transactions related to the charges and payments made for the agent subscription incurred by the user
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Blueprint dashboard

A visual representation or interface of the ticketing system that provides insights on the ticket statuses, performance metrics, and the overall workflow.


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Bulk import

The process of transferring or uploading multiple tickets, customer information, or other relevant data simultaneously into the ticketing system in a single operation


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Business hours

It refers to the regular working hours of a business or organization during which it is open to customers, clients, or employees, depending on the nature of the support services provided.

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Business rules

A set of predefined guidelines or instructions that govern how tickets are assigned, prioritized, escalated, or resolved.


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Canned Response

Pre-written, standardized messages or replies that can be quickly and easily inserted into emails, messages, or support tickets to address common queries or issues.

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Channel

Communication platforms or methods through which customer support and ticketing interactions take place. These include Microsoft Teams, Email, web forms, web widgets, and support portals.


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Chat Response Time

A critical metric that measures the efficiency and effectiveness of a ticketing system or customer support platform in addressing user queries.


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Chat Ticketing

Customer support system that integrates live chat functionality with a ticketing system allowing businesses to provide real-time assistance to users through chat.


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Chatbot

A computer program designed to simulate conversation with users, via the cloud based ticketing system to enhance user interaction and streamline customer support processes.

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Clone Ticket

A feature that allows users to duplicate an existing ticket, including all its details and information.



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Closed Ticket

It refers to a support ticket or service request that has been resolved or completed to the satisfaction of the user or customer.

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Closure Rules

Set of guidelines or procedures that dictate the process of closing or resolving issues within the ticketing system


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CNAME (Canonical name)

A type of DNS (Domain Name System) record used to map one domain to another, allowing you to use multiple domain names for the same IP address.

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Community dashboard

A centralized platform or interface that include features that allow users to monitor and engage with community interactions, discussions, and support-related activities.

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Concurrent API usage limit

The maximum number of simultaneous API (Application Programming Interface) requests that a system or service allows at any given moment.

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Conversation by Status

Indicates the current state of the conversation until resolution. Aids agents in managing queues and grants admins insight into conversation lifecycles.

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Conversation history

A record of past interactions or discussions between two parties that allows an agent to review what has been discussed previously, helping to maintain context and continuity in the ongoing conversation

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Custom agent roles

The ability to create and define specific roles for agents within the ticketing system allowing organizations to tailor the access and permissions of each agent based on their responsibilities and tasks.

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Custom ticket fields

Custom ticket fields refer to additional and specific information that can be included in a support ticket allowing users to customize and capture unique details related to their support requests.

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Customer happiness

A measure of how content and pleased customers are with a product, service, or overall experience provided by a company.




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Customer Portal

A centralized hub where customers can log in to view account details, track tickets, request support, and access relevant resources.
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Customer Satisfaction
Survey (CSAT)

CSAT measures how satisfied customers are with the ticketing system. This involves asking customers to rate their satisfaction level on a scale, often ranging from very satisfied to very dissatisfied.
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Customer ticket history

A chronological record of all interactions and engagements between a customer and a support desk or customer service team.

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Data Sharing

The process of exchanging or sharing information related to customer support tickets, user interactions, and other relevant data between different individuals, organizations, or systems

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Data subject request (DSR)

A formal request made by an individual to a data controller or processor, seeking information about, or control over, the personal data that is being processed.


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De-duplicate Contacts

The process of identifying and removing duplicate entries in a contact database ensuring customer information remains accurate and up-to-date


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Deactivated agents

It refers to removing user accounts or personnel within a support or ticketing system. This might occur when an employee leaves the organization or when their role no longer requires access to the system.

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Default Services

The standard or basic functionalities that are activated automatically when starting the ticketing platform, allowing businesses to streamline their customer support processes efficiently


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Deleted agents

It refers to the removal or elimination of customer support or service agents within the ticketing or help desk system.




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Direct Assignment

The process of assigning a specific task, responsibility, or work directly to an individual or a specific entity without intermediaries or additional layers of delegation.

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DKIM authentication

An email authentication method designed to detect email spoofing and ensure the integrity of email messages.



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Due Today

It indicates deadlines, appointments, payments, or any other commitments that are scheduled or required to be fulfilled on the specific date mentioned.


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Dynamic transition owner assignment

It refers to the process in which the assignment of transition ownership is flexible and adaptable based on certain criteria or conditions.

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Email fetching

A feature that allows the system to pull in and centralize support requests or tickets sent via email, ensuring that all customer communication is consolidated within the ticketing system.
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Email forwarding

It refers to the process where all incoming emails are automatically sent or redirected from one email address to another or to a helpdesk system
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Email Notification

A communication tool that sends alerts or updates to users keeping them informed about the status of their requests, updates from support teams, and other relevant information
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Email Support

A customer service channel that allows users to seek assistance, resolve issues, or make inquiries by sending emails to a designated support email addres
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Email templates

Email templates are pre-designed and formatted emails that are particularly useful for responding to common customer queries or issues.
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Email Ticketing

Email ticketing is a customer support process that involves managing and responding to customer queries, issues, or requests through email.
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Email Transcript

A record of a conversation or communication conducted through email that are valuable for documentation, reference, and tracking purposes.
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Email-only support

A customer support system where assistance and communication with customers are primarily conducted only through email.

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End user

The person or team utilizing the ticketing system to manage and address the users support or service-related needs


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Enterprise Customer Support Software

It refers to specialized tools and platforms designed to help businesses manage and optimize their customer support operations on a large scale.

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Escalation management

It refers to the process of transferring customer issues or inquiries to higher authorities when frontline support is unable to resolve them.
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Exporting Tickets

The process of saving or transferring data from the ticketing system to an external file or format for various purposes, such as analysis, reporting, or archival

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Fall Back to Default

The automatic switch to default settings or values in the absence of specified preferences.

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Feedback Widgets

User interface elements allowing customers to provide feedback on services.


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Field Dependencies

Relationships between fields in a database, impacting their behavior based on selected values.

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Field List

A compilation of fields within a system or database.

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Field permissions

Controls defining who can view or modify specific fields in a system.

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Field updates

Changes made to data within specified fields in a database.

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First Call Resolution

Resolving customer issues in a single contact, without the need for follow-up.
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First Contact Resolution Rate

The percentage of customer inquiries resolved during the initial contact.
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First reply time (FRT)

The time taken to provide the first response to a customer inquiry.

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First Response Time (FRT)

The duration between receiving a ticket and delivering the first response.

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Follow (Customers Ticket)

Subscribing to updates or notifications on a specific customer ticket.

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GC Widget

Widget associated with Gamescope, facilitating gamified interactions or features.

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Greetings

Initial messages or salutations used to welcome users or customers.

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Guided Conversations

Structured interactions or dialogues designed to assist users or customers.

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Help center

A central repository or resource for providing assistance, information, or support.

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Help center analytics

Data and insights derived from the analysis of help center usage and performance.


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Help Desk Report

Document providing insights and analysis of help desk performance.


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Help Desk

A centralized platform for managing and addressing customer inquiries and support tickets.
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Hold Ticket

A ticket temporarily placed on hold, delaying further action or resolution.


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Idle Timeout

The period of inactivity before an automatic logout from the system to enhance security.

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Imported agents

Agents added to the system from external sources to bolster workforce capacity.

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Integration

The seamless incorporation of external tools or systems for enhanced functionality.

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Issue Routing

Directing identified issues to the appropriate agents or teams for resolution.

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Intent in Chatbot

The purpose or goal identified in a conversation to tailor bot responses.

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Knowledge Base

A centralized repository of information and resources, typically used for issue resolution.

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Legacy agent

An agent using outdated or previous versions of software or tools within a system.

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Lifetime value

The total value a customer contributes to a business over their entire relationship.


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Liquid markup

A templating language allowing dynamic content creation and customization.


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Live Chat

Real-time communication between users and support agents, typically conducted through messaging.

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