People
| Term | Meaning |
|---|---|
| Admin | Manages settings and people. Shown as Administrator in the app. |
| Staff | Works tickets. |
| Client | An organization you support, or a person in one. |
| Requester | The person who raised a ticket. |
Ticket statuses
| Status | Meaning |
|---|---|
| Open | New, or waiting on your team. |
| In progress | Your team is working on it. |
| Awaiting reply | Waiting on the requester. |
| On hold | Paused. |
| Resolved | Fixed. Closes automatically unless that’s off. |
| Closed | Finished. A reply reopens it. |
Tickets
| Term | Meaning |
|---|---|
| Internal note | A note only staff and admins can see. |
| Internal ticket | A ticket only staff and admins can see. |
SLAs
| Term | Meaning |
|---|---|
| First response | Time until the first public staff reply. |
| Resolution | Time until the ticket is resolved. |
| At risk | Close to missing a target. |
| Term | Meaning |
|---|---|
| Backup sender | Sends invitations and password resets when your email fails. |