Support Glossary
Helpdesk, tickets, client portals, and knowledge-base terminology
A
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.
Auto-Assignment Rule
A logic-based rule that automatically routes incoming tickets, leads, or conversations to the right agent or queue without manual triage.
C
CSAT
CSAT is a post-interaction score measuring how satisfied a customer felt about a specific support touchpoint, ticket, or transaction.
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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F
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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M
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.
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.
S
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.
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.
T
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 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 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.
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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