Helpdesk Definitions and Terminologies



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.


Business Hour:

The timings during which an agent is available and can respond to the tickets of a customer.


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.


Draft Article:
Due by time:


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.


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.



Gamification is turning customer support into a competitive gaming scenario by awarding agents for resolving queries swiftly and accurately.


Happiness Report:

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.

Hold Time:

The amount of time that your customers spend while waiting for an agent.



An automated telephone system that interacts with a customer and redirects the call to the necessary agent.


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.


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:


Net Promoter Score:

A score that determines how much your customers would recommend your services or products to someone else.


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.


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.



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.


Self Service:

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.

SLA Violation:

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.

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.


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.


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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