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.
A feature that helps the admin to identify a recent change in the software which furthers aids to fixing any error or bug.
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.
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’ 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.
Customer status reflects the status of a ticket, whether it is open, closed, resolved etc.
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.
Sending an email notification to a customer whenever there is an update in their ticket.
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.
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.
Converting the contents of a ticket in a format that can be readable outside the helpdesk system.
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.
A report that shows how happy your customers are with your company’s support.
A software that helps a company facilitate the query resolution of their customers and the internal communication of their staff.
The amount of time that your customers spend while waiting for an agent.
When a customer raises two or more tickets for the same issue, the ticket can be merged as one to avoid confusion.
A helpdesk software streamlines all channels of communication such as email, social media, SMS and webpage to improve customer experience.
On Time Resolution:
A ticket that is resolved before the time assigned to it in the SLA is called an on-time resolution.
The default status of a ticket that has not been responded to by an agent.
A ticket that has not been resolved within the agreed SLA set by the business and the customer.
Parent Child Ticketing:
Splitting a ticket to multiple tickets to help different departments within an organization resolve it.
Pending ticket is a status marked by an agent when he needs more time to resolve it.
The process of converting every phone call into a ticket is known as phone ticketing.
Reaching out to customers for an issue that has not been raised by them is called proactive support.
A ticket that had been initially assigned to a certain agent, which has been assigned to another agent.
The number of tickets that have been created within a specific period of time.
When a customer changes the status of a ticket after it has been updated as ‘closed’ by the agent.
The time taken by an agent to resolve a ticket is known as resolution time.
A status that has been updated by the agent when he resolves the query from his end.
Empowering the customers with a knowledge base to help them resolve their queries without the assistance of an agent.
A specific agreed upon by the customer and the business within which the ticket has to be replied to and resolved.
A SLA is violated when a specific ticket is not resolved within the designated time set by the business and the customer.
A person that ensures that all things are running smooth and all the metrics are metrics are met on time.
A ticket is an issue raised by a customer through any channel of communication.
A feature that helps an agent to forward tickets to an external vendor or a third party for ticket resolution.
Ticket status shows whether a customer’s queries are resolved, open or closed.
In a helpdesk software, a ticket is an issue raised by a customer that has to be resolved by an agent.
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.