Glossary

Below are the terms that will be used across this manual.

  1. Ticket - Any request that comes into Helpdesk is converted into a ticket and stored for further action.

  2. Ticket ID - A unique identification for all tickets. This ID is generated by Wordpress.

  3. Ticket Status - The nature of a ticket during its lifetime.

  4. Ticket Author- Any user/customer on whose request/mail ticket is created.

  5. Ticket Page - The web interface for a ticket.

  6. Follow-up/Reply - A comment added by staff or customer to a ticket. This comment can have attachement of various file types.

  7. Roles - Collection of access rights to various managerial or ticket based permissions. Like Admin, Staff (default)

  8. Staff - The support team that is part of organisation which has setup Helpdesk for its customers.

  9. Subscriber - Someone who only wants to get notifications about the follow-ups added to a ticket.

  10. Assignee - The helpdesk staff to whom the ticket has been assigned.

  11. Administrator - The user who has setup Helpdesk and/or who has been assigned Admin rights to the Helpdesk module.

  12. Client/Customer - A person who has bought a product from an organisation.

  13. Product - Any product/service that the organisation is selling.

  14. Notifications - Email alerts sent to staff and ticket authors on various actions on a ticket.

  15. Reports - Analytical data on tickets based on filters selected.

  16. Comment Type - Comment assigned with some specific visibility.

  17. Blacklist Email - Any email address which has been barred by Administrator from creating any ticket.

  18. Hash URL - A unique link generated for each ticket.

  19. Support Page - A page with support form setup using the helpdesk short code. This form is used by the customer to send support queries.

  20. Notification templates - Predefined text to be used in notifications mails.

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