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 knowl
SupportArticle Suggestion
An article suggestion is a knowledge base article surfaced to an agent or customer in real time based on the a
SupportAsset Library
A centralized, permissioned repository where clients and your team store, find, and reuse approved files like
SupportAuto-Assignment Rule
A logic-based rule that automatically routes incoming tickets, leads, or conversations to the right agent or q
SupportC
CSAT
CSAT is a post-interaction score measuring how satisfied a customer felt about a specific support touchpoint,
SupportCanned Response
A pre-written reply support agents can insert into tickets to handle common questions consistently and at spee
SupportClient Approval
Client approval is the formal sign-off step where a client confirms deliverables, scope, or invoices before wo
SupportClient File Upload
Client File Upload is the workflow where clients submit documents, assets, or media to your team through a sec
SupportClient Onboarding
Client onboarding is the structured process of bringing a new customer from signed contract to first value del
SupportClient Portal
A secure, branded web destination where your clients log in to access files, projects, invoices, and communica
SupportClient Workspace
A dedicated, branded online space where a client accesses their projects, files, approvals, and communication
SupportCustomer Effort Score
Customer Effort Score (CES) measures how easy it was for a customer to get an issue resolved or complete a tas
SupportCustomer Portal
A secure, branded web destination where your customers log in to access projects, files, invoices, and support
SupportCustomer Satisfaction Score
Customer Satisfaction Score (CSAT) measures how happy customers are with a specific interaction, product, or s
SupportD
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I
In-App Help
In-app help is contextual support content delivered inside your software so users solve problems without leavi
SupportIntake Form
An intake form is a structured questionnaire that collects the information your team needs from a client befor
SupportInternal Note
An internal note is a private comment on a support ticket visible only to your team, never to the customer.
SupportK
KB Article
A KB article is a self-contained help document that answers one customer question or explains one product task
SupportKnowledge Base
A centralized library of articles, guides, and answers that lets customers and agents resolve issues without e
SupportKnowledge Base Search
Knowledge base search is the lookup function that lets agents and customers find articles, answers, and polici
SupportM
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Passwordless Login
Passwordless login lets clients access portals via email magic links, SMS codes, or biometrics instead of typi
SupportProject Brief
A project brief is a short, structured document that captures scope, goals, deliverables, timeline, and stakeh
SupportProject Milestone
A defined checkpoint in a project that marks completion of a phase, deliverable, or approval gate visible to b
SupportR
Reassignment
Reassignment is the process of moving a support ticket from one agent or team to another better equipped to re
SupportReopen Rate
The percentage of resolved support tickets that get reopened by the customer, signaling that the original fix
SupportResolution Time
The total elapsed time from when a support ticket is opened to when it's fully resolved and closed for the cus
SupportRound-Robin Routing
An assignment method that distributes incoming tickets, leads, or calls sequentially across a team so workload
SupportS
Searchable Documentation
Product documentation indexed for full-text search so users can find answers via keyword queries rather than n
SupportSelf-Service Deflection
Self-service deflection is the share of support questions resolved by knowledge base, FAQ, or AI assistant bef
SupportSelf-Service Support
Self-service support lets customers resolve issues on their own through knowledge bases, AI assistants, and gu
SupportService Level Agreement
A Service Level Agreement (SLA) is a documented commitment between you and your customer defining response tim
SupportSign-Off
Sign-off is a client's formal approval that a deliverable, milestone, or project phase is accepted and ready t
SupportSnippet
A snippet is a saved, reusable block of text agents insert into ticket replies to answer common questions fast
SupportSupport Agent
A support agent is the human teammate who handles customer questions, troubleshooting, and resolutions across
SupportSupport Queue
A support queue is the ordered list of incoming customer tickets waiting to be triaged, assigned, and resolved
SupportSupport Ticket
A support ticket is the tracked record of a customer issue from first report through resolution, owned by an a
SupportT
Ticket Assignment
Ticket assignment is the process of routing inbound support requests to the right agent or team based on skill
SupportTicket Backlog
Ticket backlog is the count of unresolved support tickets sitting in your queue beyond their target response o
SupportTicket Deflection Rate
The percentage of support inquiries resolved by self-service or automation before reaching a human agent.
SupportTicket Merge
Ticket merge combines two or more duplicate or related support tickets into a single thread so your team works
SupportTicket Priority
Ticket priority is the severity ranking assigned to a support request that determines response order, SLA targ
SupportTicket Severity
Ticket severity is the classification of how badly a support issue impacts the customer's business, driving re
SupportTicket Status
Ticket status is the workflow state of a support request — open, pending, resolved, closed — that tells your t
SupportTicket Tag
A label applied to support tickets to enable flexible categorization, reporting, and filtering beyond rigid fi
SupportTicket Template
A pre-defined ticket structure with default fields, priority, assignment, and tags that speeds up ticket creat
SupportTicket Triage
Ticket triage is the process of sorting, prioritizing, and routing incoming support requests so the right agen
SupportTier 1 Support
Tier 1 support is the first human (or AI) layer that fields incoming customer issues, resolves common requests
SupportTier 2 Support
Tier 2 Support is the second escalation layer that handles technical issues Tier 1 can't resolve, typically in
SupportTier 3 Support
The highest level of customer support — engineers and product specialists who handle the most complex, technic
SupportTime to Resolution
Time to Resolution (TTR) is the total elapsed time from when a support ticket opens until the customer's issue
SupportW
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