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      Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences

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The Ultimate Customer Support Glossary

Ticket? Status? SLA? When you are using a helpdesk for the first time, there are so many new terms you need to learn. And it's not easy. So we thought we'd help!
Here are the definitions of every term in a helpdesk that you need to know.

suggest term
ABCDEFGHIJKLMNOPQSTUVWXYZ

    A

    • Agent
    • Agent Collision
    • Agent Group
    • Agent Interaction
    • Agent Performance Reports
    • Agent Reply Template
    • Agent Role
    • Agent Ticket Scope
    • Account Administrator
    • Administrator
    • AI/ML Powered Support Bots
    • Assuming Identity
    • Audit Logs
    • Auto Triage
    • Assist Bot
    • Article Suggester
    • Agent Scripts

    B

    • Business Hour
    • Business Rule

    C

    • Canned Response
    • Chat Ticketing
    • Closed Ticket
    • Community Forum
    • Contact
    • Company
    • Custom Agent Role
    • Custom Mailbox
    • Custom Status
    • Customer Form
    • Customer Interaction
    • Customer Portal
    • Customer Satisfaction Rating
    • Customer Satisfaction Survey
    • Canned Response Suggester

    D

    • Draft Article
    • Due by time

    E

    • Email Notification
    • Email Ticketing
    • Enterprise Customer Support Software
    • Escalation Email
    • Exporting Tickets

    F

    • Facebook Ticketing
    • Feedback Widget
    • First Contact Resolution
    • First Response Time

    G

    • Gamification

    H

    • Happiness Report
    • Helpdesk
    • Hold Time

    I

    • In-app Support
    • IVR

    K

    • Knowledge Base

    M

    • Merge Tickets
    • Multi-channel Support
    • Multi-product Support

    N

    • Net Promoter Score
    • Notes

    O

    • Omnichannel support
    • On-Hold Ticket
    • On Time Resolution
    • Open ticket
    • Overdue ticket

    P

    • Parent Child Ticketing
    • Pending Ticket
    • Phone Ticketing
    • Placeholder
    • Proactive Support

    R

    • Rage Clicks
    • Reassigns
    • Received ticket
    • Reopen Ticket
    • Requester
    • Resolution Time
    • Resolved Ticket
    • Robo Assist (Robotic process automation)

    S

    • Sandbox Test Environment
    • Scenario Automation
    • Self Service
    • Session Replays
    • Shared Ownership of Tickets
    • SLA
    • SLA Violation
    • Social Support
    • Supervisor
    • Support Benchmarks
    • Support Channel
    • Social Signals

    T

    • Team Dashboards
    • Temporary Agent
    • Ticket
    • Ticket Backlog
    • Ticket Field
    • Ticket Form
    • Ticket Forwarding
    • Ticket Lifecycle
    • Ticket Priority
    • Ticket Property
    • Ticket Status
    • Ticket Volume Reports
    • Ticket Watcher
    • Ticketing
    • Twitter Ticketing
    • Thank You Detector

    U

    • Unassigned Ticket

    If you think we missed a term, let us know

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