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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Local Variables in Guided Conversation

Variables applicable to specific stages of a guided conversation within a system.

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Login Period

The duration for which a user remains logged in before requiring reauthentication.


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Macro

A predefined set of actions or responses that can be applied to automate tasks within a system.

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Manual time tracking

The process of recording and managing time-related data without automated tracking tools.

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Mark Spam

The action of identifying and labeling a ticket or contact as spam within the helpdesk.

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Master Ticket

The primary or main ticket that may encompass and link to related sub-tickets or tasks.

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Merge ticket

The process of combining multiple tickets or inquiries into a single, consolidated ticket.
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Mobile SDK

Software Development Kit tailored for mobile applications, enabling development on specific platforms.

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Move Ticket

The action of transferring a support ticket from one category, agent, or queue to another.

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Multi Brand Help Desk

A help desk system supporting multiple brands or entities with distinct identities.
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Multi-Channel Support

Providing assistance and engagement across various communication channels.


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Multilingual Knowledge Base

A knowledge base that accommodates content in multiple languages.


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My Conversations

A section displaying and managing a user's ongoing or recent conversations within a system.

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My Open Activities

A user-specific view of ongoing or pending activities within a system.


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Net Promoter Score

A metric measuring customer satisfaction and loyalty, often associated with the Net Promoter System.
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New Ticket Form

A form or template for creating new support tickets within a system.


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Non-restricted agent

An agent with unrestricted access and permissions within a system.


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Notes

Brief annotations or comments added to a system for documentation or contextual information.

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Notification rules

Defined guidelines or criteria governing when and how notifications are triggered within a system.

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OAuthToken

A secure authentication token used to authorize third-party applications' access.


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Omnichannel Support

Providing seamless customer support across various channels for a unified experience.

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On Hold Tickets

A status indicating that a ticket or customer request is temporarily paused.


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Onboarding

The process of introducing and integrating new users or employees into the system.

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Open ticket

A customer request or issue that is actively being addressed.

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Open tickets by status

Categorization of open tickets based on their current status or progress.

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Overdue Ticket

A ticket that has exceeded its expected resolution time.

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Overdue Time

The time beyond the expected resolution period for a ticket.

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Parent-Child Ticketing

A hierarchical ticketing system where a main ticket (parent) can have sub-tickets (child tickets).

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Pending Ticket

A ticket in a state of temporary suspension, awaiting further action or information.


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Personalized customer service

Tailoring support interactions to individual customer preferences and needs.

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Personalized email replies

Customized email responses crafted for specific customer interactions.

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Placeholder

A temporary or generic value used as a substitute in a field or content.

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Portal name

The designated name of a portal, providing identification within the system.

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Priority

The level of urgency or importance assigned to a ticket or task.

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Push Message

An automated message sent to users devices for timely updates or notifications.

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QuickSearch Bot

An automated tool facilitating rapid and efficient searches within a system.

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Reassigning a Ticket

The process of changing the assigned agent or group for a support ticket within a system.

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Related Ticket

A support ticket linked or associated with another due to shared context or dependencies.

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Reopen a Ticket

The action of restoring a closed or resolved support ticket to an active status for further attention.

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Resolution Rate

The percentage of support tickets or issues successfully resolved within a specified timeframe.

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Resolution Time

The duration taken to address and resolve a support ticket or issue.


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Response Due Date

The specified deadline for providing a reply or resolution to a support ticket.


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Response Time

The duration between the submission of a request and the initial response from support.

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Restricted Agent

An agent with limited access or permissions within a system, often for specific roles or functions.

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Restricted Help Center

A support resource with controlled access, limiting content visibility to specific users or groups.

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Scheduled Tickets

Tickets with designated times for resolution or specific actions.


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Search field

An input area allowing users to search for specific information within the ticketing system.

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Secondary Contact (CC)

An additional person copied on communication for reference or awareness.


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Self-Service

Allowing users to find answers or solutions independently without direct support.
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Service Level Agreement

A formal commitment defining expected service standards and response times.
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Single Sign-On

Authentication process allowing users to access multiple systems with a single login.

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SLA Target Time

The expected time frame within which a service level agreement should be fulfilled.



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SLA Violated State

A status indicating that a service level agreement has not been met.



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SLA Violates vs. Adherence Records

Comparing instances where service level agreements are not met to those that adhere to the standards.

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SLA Violations

Instances where service level agreements are not met or exceeded.


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SLA Violations by Channels

Categorizing service level agreement violations based on communication channels.

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SLA Violations by Status

Categorizing service level agreement violations based on ticket status.


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SLA Violations by Time

Categorizing service level agreement violations based on timeframes.

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SLA-Violated Tickets

Tickets that have not met the defined service level agreement standards.

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Smart Rules

Automated and intelligent rules designed to streamline processes and decision-making.

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Support Channels

Different avenues or platforms through which customer support is provided.

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Support Email Address

The designated email contact for customer support inquiries.

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Support Portal

An online platform where users can access support resources and submit requests.

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Support Ticket

A documented record of a customer's request or issue within the support system.

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Suspended Ticket

A ticket placed on hold or inactive status temporarily.

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Task Management

The process of organizing, assigning, and tracking tasks within a system.


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Ticket

A record or request submitted by a user, often related to customer support or service.

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Ticket Default Preferences

System-defined settings for ticket handling and display.


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Ticket Deflection

Strategies and tools employed to minimize the number of incoming support tickets..


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Ticket Escalation

The process of routing a ticket to higher levels of support or management for resolution.
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Ticket Fields

Data fields within a ticket that capture specific information or attributes..


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Ticket Form

A structured template used for creating or updating support tickets.

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Ticket Forwarding

The action of redirecting a ticket to another individual or group for handling.

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Ticket History

A chronological record of actions and interactions related to a specific ticket.

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Ticket ID

A unique identifier assigned to each support ticket for tracking and reference.


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Ticket Lifecycle

The various stages a support ticket goes through from creation to resolution.


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Ticket Owner

The individual or team responsible for managing and resolving a specific support ticket.

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Ticket Priority

The level of urgency or importance assigned to a support ticket.


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Ticket Properties

Characteristics and attributes associated with a support ticket.


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Ticket Rating

Feedback provided by users to evaluate their satisfaction with the resolution of a ticket.

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Ticket Sharing

The ability to share access and information about a ticket with other individuals or teams.

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Ticket Status

The current state or condition of a support ticket in its lifecycle.


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Ticket Status Dashboard

A visual display showing the status distribution of support tickets.


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Ticket Subject

A concise description or title summarizing the content or issue of a support ticket.

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Ticket Timeline View

A chronological display of events and actions related to a specific support ticket.

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Ticket Volume

The quantity of support tickets received within a specific timeframe.

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Ticket Volume Report

A report providing insights into the overall volume of support tickets over time.


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Ticket Watcher

An individual or system component monitoring the status and updates of a specific ticket.

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Ticketing System

A software solution for managing and tracking support tickets and customer inquiries.

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Tickets by State

Categorization of support tickets based on their current status or condition.


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Tiered Support

A support structure with multiple levels or tiers, each handling different levels of complexity.

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Time Tracking

The process of recording and monitoring the time spent on specific tasks or activities.

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Time-Based Events

Events or actions triggered based on specific time intervals or schedules.


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Triggers

Automated actions or responses initiated by predefined conditions or events within a system.

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Unassigned conversations

Customer interactions without designated agents or team members.

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Unassigned Due in 1 Hour

Tickets or tasks not assigned with a deadline approaching within the next hour.

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Unassigned Ticket

A support ticket without a specified agent or team member responsible for resolution.

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Unique User base

The distinct and individual set of users within a system or platform.

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Validation Rules

Criteria and conditions set to ensure data accuracy and integrity within the ticketing system.

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Web Portal

An online platform providing access to various features, information, or services.


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Whitelist

A list of approved entities, often used to control access or permissions.


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Workflow Rules

Automated sequences of actions based on predefined criteria within a ticketing system.

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Web Widget

An interactive component embedded on a website for user engagement.


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Widget

A small, standalone application or feature providing specific functionality on a website.

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Webhook

An automated way for one system to inform another about events or updates.


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Workflow Alerts

Notifications triggered by predefined workflow rules or conditions.