A
Agent:
Agents resolve the queries of customers by responding to them and resolving the tickets updated by customers.
Agent Performance Reports:
A reporting metric that displays the performance of all the agents in the organization with specific metrics and analytics.
Audit Logs:
A feature that helps the admin to identify a recent change in the software which furthers aids to fixing any error or bug.
B
Business Hour:
The timings during which an agent is available and can respond to the tickets of a customer.
C
Canned Response:
A pre-phrased answer that is saved in the system and can be used to answer the queries of a customer with the click of a button.
Chat Ticketing:
Converting a live chat query into a ticket. This way the live chat can be tracked and agents can follow up on the query.
Closed Ticket:
‘Closed’ is the final status of a ticket. After an agent resolves a query, the customer can change the ticket status to ‘closed’ if he is happy with the results.
Custom Status:
Customer status reflects the status of a ticket, whether it is open, closed, resolved etc.
Customer Interaction:
The number conversations that a customer has with an agent, through different channels, before the ticket gets resolved.
Customer Satisfaction Rating:
A rating that displays the satisfaction of your customers with your product or your service.
Customer Satisfaction Survey:
A survey highlighting the satisfaction of your customers with regards to your product or your service.
E
Email Notification:
Sending an email notification to a customer whenever there is an update in their ticket.
Email Ticketing:
A process of converting emails into helpdesk tickets. This is quite popular in business scenarios.
Enterprise Customer Support Software:
A helpdesk software that is designed to suit the requirements of a large enterprise.
Escalation Email:
An email that is sent to indicate a violation is SLA or the inability to solve a ticket by an agent. This email is sent to the manager and later takes the matter in his own hands and resolves it.
Exporting Tickets:
Converting the contents of a ticket in a format that can be readable outside the helpdesk system.
F
Facebook Ticketing:
When someone puts up a query on the company’s Facebook page, the query automatically converts into a ticket and can be resolved by an agent.
First Contact Resolution:
When an agent resolves the query of a customer in the first response, it is called first call resolution.
First Response Time:
The time taken by an agent to respond to a customer query the first time.
G
Gamification:
Gamification is turning customer support into a competitive gaming scenario by awarding agents for resolving queries swiftly and accurately.
H
Happiness Report:
A report that shows how happy your customers are with your company’s support.
Helpdesk:
A software that helps a company facilitate the query resolution of their customers and the internal communication of their staff.
Hold Time:
The amount of time that your customers spend while waiting for an agent.
I
IVR:
An automated telephone system that interacts with a customer and redirects the call to the necessary agent.
K
Knowledge Base:
The ticket replies sent to the customers can be converted and stored as information that can be accessed by a customer and can be viewed.
M
Merge Tickets:
When a customer raises two or more tickets for the same issue, the ticket can be merged as one to avoid confusion.
Multi-channel Support:
A helpdesk software streamlines all channels of communication such as email, social media, SMS and webpage to improve customer experience.
Multi-product Support:
N
Net Promoter Score:
A score that determines how much your customers would recommend your services or products to someone else.
O
On Time Resolution:
A ticket that is resolved before the time assigned to it in the SLA is called an on-time resolution.
Open ticket:
The default status of a ticket that has not been responded to by an agent.
Overdue ticket:
A ticket that has not been resolved within the agreed SLA set by the business and the customer.
P
Parent Child Ticketing:
Splitting a ticket to multiple tickets to help different departments within an organization resolve it.
Pending Ticket:
Pending ticket is a status marked by an agent when he needs more time to resolve it.
Phone Ticketing:
The process of converting every phone call into a ticket is known as phone ticketing.
Proactive Support:
Reaching out to customers for an issue that has not been raised by them is called proactive support.
R
Reassigns:
A ticket that had been initially assigned to a certain agent, which has been assigned to another agent.
Received ticket:
The number of tickets that have been created within a specific period of time.
Reopen Ticket:
When a customer changes the status of a ticket after it has been updated as ‘closed’ by the agent.
Resolution Time:
The time taken by an agent to resolve a ticket is known as resolution time.
Resolved Ticket:
A status that has been updated by the agent when he resolves the query from his end.
S
Self Service:
Empowering the customers with a knowledge base to help them resolve their queries without the assistance of an agent.
SLA:
A specific agreed upon by the customer and the business within which the ticket has to be replied to and resolved.
SLA Violation:
A SLA is violated when a specific ticket is not resolved within the designated time set by the business and the customer.
Supervisor:
A person that ensures that all things are running smooth and all the metrics are metrics are met on time.
T
Ticket:
A ticket is an issue raised by a customer through any channel of communication.
Ticket Forwarding:
A feature that helps an agent to forward tickets to an external vendor or a third party for ticket resolution.
Ticket Status:
Ticket status shows whether a customer’s queries are resolved, open or closed.
Ticketing:
In a helpdesk software, a ticket is an issue raised by a customer that has to be resolved by an agent.
Twitter Ticketing:
When someone posts a tweet on the twitter handle of the company, the tweet is automatically converted to a ticket by the system. This can be later resolved by the agent to whom it has been assigned.
U
Unassigned Ticket:
A ticket that has not been assigned manually and not be assigned to agent automatically by the helpdesk system.
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