Below are the terms that will be used across this manual.
Ticket - Any request that comes into Helpdesk is converted into a ticket and stored for further action.
Ticket ID - A unique identification for all tickets. This ID is generated by Wordpress.
Ticket Status - The nature of a ticket during its lifetime.
Ticket Author- Any user/customer on whose request/mail ticket is created.
Ticket Page - The web interface for a ticket.
Follow-up/Reply - A comment added by staff or customer to a ticket. This comment can have attachement of various file types.
Roles - Collection of access rights to various managerial or ticket based permissions. Like Admin, Staff (default)
Staff - The support team that is part of organisation which has setup Helpdesk for its customers.
Subscriber - Someone who only wants to get notifications about the follow-ups added to a ticket.
Assignee - The helpdesk staff to whom the ticket has been assigned.
Administrator - The user who has setup Helpdesk and/or who has been assigned Admin rights to the Helpdesk module.
Client/Customer - A person who has bought a product from an organisation.
Product - Any product/service that the organisation is selling.
Notifications - Email alerts sent to staff and ticket authors on various actions on a ticket.
Reports - Analytical data on tickets based on filters selected.
Comment Type - Comment assigned with some specific visibility.
Blacklist Email - Any email address which has been barred by Administrator from creating any ticket.
Hash URL - A unique link generated for each ticket.
Support Page - A page with support form setup using the helpdesk short code. This form is used by the customer to send support queries.
Notification templates - Predefined text to be used in notifications mails.