Support Glossary
Helpdesk, tickets, client portals, and knowledge-base terminology
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AI Help Assistant
An AI Help Assistant is an AI-powered support agent that answers customer questions instantly using your knowledge base, docs, and ticket history.
Article Suggestion
An article suggestion is a knowledge base article surfaced to an agent or customer in real time based on the active ticket, query, or chat context.
Asset Library
A centralized, permissioned repository where clients and your team store, find, and reuse approved files like logos, contracts, and brand assets.
Auto-Assignment Rule
A logic-based rule that automatically routes incoming tickets, leads, or conversations to the right agent or queue without manual triage.
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CSAT
CSAT is a post-interaction score measuring how satisfied a customer felt about a specific support touchpoint, ticket, or transaction.
Canned Response
A pre-written reply support agents can insert into tickets to handle common questions consistently and at speed.
Client Approval
Client approval is the formal sign-off step where a client confirms deliverables, scope, or invoices before work moves to the next phase.
Client File Upload
Client File Upload is the workflow where clients submit documents, assets, or media to your team through a secure portal interface.
Client Onboarding
Client onboarding is the structured process of bringing a new customer from signed contract to first value delivered, predictably and on time.
Client Portal
A secure, branded web destination where your clients log in to access files, projects, invoices, and communication in one place.
Client Workspace
A dedicated, branded online space where a client accesses their projects, files, approvals, and communication with your team in one place.
Customer Effort Score
Customer Effort Score (CES) measures how easy it was for a customer to get an issue resolved or complete a task with your team.
Customer Portal
A secure, branded web destination where your customers log in to access projects, files, invoices, and support without emailing your team.
Customer Satisfaction Score
Customer Satisfaction Score (CSAT) measures how happy customers are with a specific interaction, product, or service, usually on a 1-5 or 1-10 scale.
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E
F
First Response Time
First Response Time (FRT) is the elapsed time between a customer submitting a support request and receiving the first human or AI reply.
Form Submission
A form submission is the data a client or prospect sends when they complete and submit a form inside your portal or website.
H
Help Center
A Help Center is the customer-facing hub of articles, guides, and FAQs that lets users self-serve answers before contacting your support team.
Helpdesk
A helpdesk is the centralized system your team uses to receive, route, track, and resolve customer support requests across channels.
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In-App Help
In-app help is contextual support content delivered inside your software so users solve problems without leaving the screen they're working on.
Intake Form
An intake form is a structured questionnaire that collects the information your team needs from a client before kicking off work or a support request.
Internal Note
An internal note is a private comment on a support ticket visible only to your team, never to the customer.
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KB Article
A KB article is a self-contained help document that answers one customer question or explains one product task in a searchable knowledge base.
Knowledge Base
A centralized library of articles, guides, and answers that lets customers and agents resolve issues without escalating every question.
Knowledge Base Search
Knowledge base search is the lookup function that lets agents and customers find articles, answers, and policies inside your support content library.
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O
Omnichannel Support
Omnichannel support is a unified service model where customers move between channels — email, chat, SMS, social, phone — without losing context.
Onboarding Form
A structured intake document that collects the information, assets, and approvals you need from a new client before kickoff.
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Passwordless Login
Passwordless login lets clients access portals via email magic links, SMS codes, or biometrics instead of typing a password.
Project Brief
A project brief is a short, structured document that captures scope, goals, deliverables, timeline, and stakeholders before work begins.
Project Milestone
A defined checkpoint in a project that marks completion of a phase, deliverable, or approval gate visible to both team and client.
R
Reassignment
Reassignment is the process of moving a support ticket from one agent or team to another better equipped to resolve it.
Reopen Rate
The percentage of resolved support tickets that get reopened by the customer, signaling that the original fix didn't actually solve the problem.
Resolution Time
The total elapsed time from when a support ticket is opened to when it's fully resolved and closed for the customer.
Round-Robin Routing
An assignment method that distributes incoming tickets, leads, or calls sequentially across a team so workload spreads evenly.
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Searchable Documentation
Product documentation indexed for full-text search so users can find answers via keyword queries rather than navigating hierarchies.
Self-Service Deflection
Self-service deflection is the share of support questions resolved by knowledge base, FAQ, or AI assistant before reaching a human agent.
Self-Service Support
Self-service support lets customers resolve issues on their own through knowledge bases, AI assistants, and guided workflows without contacting an agent.
Service Level Agreement
A Service Level Agreement (SLA) is a documented commitment between you and your customer defining response times, resolution targets, and accountability.
Sign-Off
Sign-off is a client's formal approval that a deliverable, milestone, or project phase is accepted and ready to move forward.
Snippet
A snippet is a saved, reusable block of text agents insert into ticket replies to answer common questions faster and stay on-message.
Support Agent
A support agent is the human teammate who handles customer questions, troubleshooting, and resolutions across email, chat, phone, and ticketing channels.
Support Queue
A support queue is the ordered list of incoming customer tickets waiting to be triaged, assigned, and resolved by your support team.
Support Ticket
A support ticket is the tracked record of a customer issue from first report through resolution, owned by an agent and measured against SLAs.
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Ticket Assignment
Ticket assignment is the process of routing inbound support requests to the right agent or team based on skill, workload, priority, or ownership rules.
Ticket Backlog
Ticket backlog is the count of unresolved support tickets sitting in your queue beyond their target response or resolution window.
Ticket Deflection Rate
The percentage of support inquiries resolved by self-service or automation before reaching a human agent.
Ticket Merge
Ticket merge combines two or more duplicate or related support tickets into a single thread so your team works one issue, not many.
Ticket Priority
Ticket priority is the severity ranking assigned to a support request that determines response order, SLA targets, and routing.
Ticket Severity
Ticket severity is the classification of how badly a support issue impacts the customer's business, driving response SLAs and routing.
Ticket Status
Ticket status is the workflow state of a support request — open, pending, resolved, closed — that tells your team what action is needed next.
Ticket Tag
A label applied to support tickets to enable flexible categorization, reporting, and filtering beyond rigid fields.
Ticket Template
A pre-defined ticket structure with default fields, priority, assignment, and tags that speeds up ticket creation for known issue patterns.
Ticket Triage
Ticket triage is the process of sorting, prioritizing, and routing incoming support requests so the right agent handles the right issue first.
Tier 1 Support
Tier 1 support is the first human (or AI) layer that fields incoming customer issues, resolves common requests, and routes complex tickets upstream.
Tier 2 Support
Tier 2 Support is the second escalation layer that handles technical issues Tier 1 can't resolve, typically involving product specialists with deeper system access.
Tier 3 Support
The highest level of customer support — engineers and product specialists who handle the most complex, technical, or escalated issues.
Time to Resolution
Time to Resolution (TTR) is the total elapsed time from when a support ticket opens until the customer's issue is fully resolved and closed.
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