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Get Started24/7 support means customer service is available anytime day or night, every day of the week, including holidays. It ensures customers worldwide can get help whenever needed. Companies achieve this through rotating shifts, outsourced teams, or AI chatbots handling basic queries instantly, providing continuous assistance without delays.
Accessibility control refers to the system that manages who can access what within a help desk or support platform. It ensures that agents, managers, and admins have appropriate permissions for viewing, editing, or resolving tickets. This protects sensitive data and keeps workflows organized, secure, and efficient.
An account is a unique profile for a customer or user in a support system. It stores personal details, contact information, interaction history, and ticket records. Having an account helps agents track past issues, provide personalized support, and maintain a complete record of customer interactions for better service.
Action blocks are predefined sets of tasks or actions within a help desk or workflow system. They automate repetitive processes, like sending emails, updating ticket statuses, or assigning agents. By using action blocks, teams can save time, reduce errors, and ensure consistent handling of support requests.
Active agents are supporting team members currently logged into the help desk system and available to handle customer requests. They can respond to tickets, live chats, or calls in real time. Tracking active agents helps managers monitor workload, ensure coverage, and maintain efficient response times for better customer service.
Agent collision occurs when two or more support agents simultaneously work on the same ticket, potentially causing confusion or duplicate responses. Modern help desk systems prevent this by locking the ticket for one agent or showing real-time notifications, ensuring coordinated handling, reducing errors, and improving the overall customer support experience.
Agent metrics are measurements used to evaluate the performance of support agents. Common metrics include response time, resolution time, ticket volume, and customer satisfaction scores. Tracking these metrics helps managers identify high performers, detect areas for improvement, optimize workflows, and ensure the team delivers efficient, consistent, and high-quality customer support.
An API is a set of rules that allows different software systems to communicate and share data. In help desk systems, APIs enable integration with CRM, chat platforms, or analytics tools, allowing seamless ticket management, automated workflows, and real-time information exchange to improve customer support efficiency.
Asset management tracks and manages company resources like hardware, software, or tools. It helps support teams quickly identify issues, monitor usage, and provide faster assistance, ensuring assets are maintained efficiently and problems are resolved accurately.
Average Handle Time (AHT) or average response time measures the typical time an agent takes to resolve a customer issue or respond to a ticket. Monitoring this helps optimize workflows, improve efficiency, and ensure timely support for a better customer experience.
Advanced analytics uses data, AI, and machine learning to uncover insights from customer interactions. It helps the support team identify trends, predict issues, optimize workflows, and make data-driven decisions to improve service quality, efficiency, and overall customer satisfaction.
Advanced web forms are customizable online forms used to collect detailed customer information, requests, or feedback. They can include conditional fields, automated routing, and validation rules, helping support teams gather accurate data, streamline ticket creation, and improve response efficiency in a help desk system.
Anonymous users are customers interacting with a support system without logging in or creating an account. While they can submit tickets or queries, their identity and history may be limited, making it harder for agents to provide personalized or trackable support compared to registered users.
Backlog tickets are unresolved customer requests waiting to be addressed by the support team. A growing backlog can indicate workload issues or process bottlenecks. Monitoring and managing backlog tickets ensures timely responses, prevents delays, and maintains customer satisfaction.
Billing history is a record of all past invoices, payments, and transactions for a customer. In a help desk system, it helps support agents quickly verify payments, resolve billing issues, and provide accurate information, ensuring smooth financial interactions and better customer service.
Billing preference refers to a customer’s chosen method for receiving and paying invoices, such as email, online portal, or paper statements. Tracking these preferences helps support teams provide personalized billing assistance, reduce errors, and ensure timely payments while enhancing the overall customer experience.
A blueprint in a help desk system is a predefined workflow or template that outlines the steps, rules, and actions for handling tickets or requests. It ensures consistent processes, reduces errors, and helps agents follow structured procedures for faster and more efficient customer support.
Business hours define the specific times a support team is available to respond to customer requests. They help set expectations for response and resolution times, enable proper ticket routing, and ensure resources are allocated efficiently, while distinguishing regular support hours from after-hours or 24/7 support.
A canned response is a pre-written reply that agents can use for common customer questions. It saves time, ensures consistent messaging, and helps maintain quality support. These responses can be customized when needed, allowing agents to handle tickets more efficiently without repeatedly typing the same answers.
A channel is a medium through which customers interact with support teams, such as email, live chat, phone, social media, or WhatsApp. Managing multiple channels effectively ensures consistent communication, quicker responses, and a seamless customer experience across all touchpoints.
A chatbot is an AI-powered virtual assistant that interacts with customers via chat. It can answer common questions, provide guidance, and assist with ticket creation, offering instant support, reducing agent workload, and improving customer experience with 24/7 availability.
A child ticket is a sub-ticket linked to a main or parent ticket, used to track related tasks or issues separately. It helps support teams manage complex problems, assign specific tasks to agents, and maintain organized workflows while keeping all related information connected.
A closed ticket is a customer support request that has been fully resolved and requires no further action. Closing a ticket indicates that the issue is addressed, the customer is satisfied, and the case is complete, helping teams track completed work and maintain organized workflows.
A clone ticket is a duplicate of an existing ticket, created to track similar issues or recurring requests without altering the original. It allows support teams to manage multiple instances of a problem efficiently, assign tasks separately, and maintain organized records for related customer issues.
A contact is an individual customer or user whose information is stored in the help desk system. It includes details like name, email, phone number, and interaction history. Maintaining accurate contact records helps agents provide personalized support, track past issues, and ensure seamless communication.
A conversation is the complete exchange between a customer and support agents across any channel, including emails, chats, or calls. Tracking conversations helps agents understand issue history, maintain context, provide consistent responses, and deliver personalized support, improving overall customer satisfaction and support efficiency.
A customer is an individual or organization seeking support, services, or products from a company. In a help desk system, tracking customer interactions, issues, and preferences enables agents to provide personalized, timely assistance and ensures better relationship management, satisfaction, and loyalty.
CSAT is a metric that measures how satisfied customers are with a product, service, or support interaction. Typically collected via short surveys, it helps businesses understand customer experiences, identify improvement areas, and track service quality over time to enhance overall support and loyalty.
Customer ticket history is a record of all past support requests submitted by a customer. It helps agents review previous issues, understand recurring problems, provide faster resolutions, and offer personalized support, ensuring continuity and a more efficient, informed customer service experience.
Custom fields are user-defined data fields in a help desk system that capture specific information relevant to tickets or customers. They allow support teams to track unique details, categorize requests, and tailor workflows, improving ticket management, reporting, and personalized customer service.
A dashboard is a visual interface in YoroDesk that displays key metrics, ticket statuses, agent performance, and support trends. It provides real-time insights, helping managers monitor operations, make informed decisions, and ensure efficient and effective customer support.
Data sharing is the process of granting access to customer or ticket information within a support team or across systems. It ensures agents have the necessary context to resolve issues efficiently while maintaining security, privacy, and compliance with company policies or regulations.
A Data Subject Request (DSR) is a request from a customer to access, correct, or delete their personal data held by a company. Help desk systems track DSRs to ensure compliance with data protection laws, maintain transparency, and protect customer privacy.
Deactivated agents are team members whose accounts are disabled and cannot access the help desk system or handle tickets. This ensures security, prevents unauthorized access, and helps manage workforce changes while protecting sensitive customer and company information.
Default services are the pre-configured support options available in a help desk system, such as standard ticket categories, response templates, or workflows. They provide a baseline setup for teams to start managing requests efficiently, which can later be customized to fit specific business needs.
Deleted agents are support team members whose accounts have been permanently removed from the help desk system. They lose all access to tickets and system features. Deleting agents helps maintain security, manage team changes, and prevent unauthorized access to sensitive customer or company data.
Domain mapping links a company's custom domain to a help desk or support portal. It allows customers to access support through the company's branded URL, providing a seamless, professional experience while maintaining consistent branding and easy navigation for users.
Due Today refers to tickets, tasks, or deadlines that are scheduled to be completed by the end of the current day. Tracking these helps support teams prioritize urgent requests, manage workloads effectively, and ensure timely resolutions to maintain customer satisfaction.
Duplicate contacts are multiple entries for the same customer in a help desk system. De-duplicating removes or merges these entries to ensure accurate records, prevent confusion, streamline ticket management, and provide agents with a complete view of customer interactions for better support.
Email fetching is the process of automatically retrieving customer emails from a mailbox into the help desk system. This allows agents to manage, track, and respond to support requests directly within the platform, ensuring no message is missed and improving overall response efficiency.
Email templates are pre-designed messages used by support agents to respond quickly to common customer inquiries. They ensure consistent communication, save time, and can be customized for personalization, helping teams maintain efficiency while delivering professional, accurate, and timely support.
End users are the customers or individuals who use a company's products or services and seek support. In help desk systems, understanding end users’ needs and tracking their interactions helps agents provide targeted assistance, improve user experience, and resolve issues efficiently.
Escalation occurs when a support ticket is moved to a higher-level agent or team for faster or more specialized resolution. Escalated tickets ensure complex or urgent issues receive appropriate attention, helping maintain service quality, meet SLAs, and enhance overall customer satisfaction.
Events are actions or activities recorded within a help desk system, such as ticket creation, updates, responses, or agent interactions. Tracking events helps teams monitor workflow, maintain accountability, analyze performance, and ensure transparency in handling customer support tasks efficiently.
Export is the process of downloading data from a help desk system, such as tickets, contacts, or reports, into external formats like CSV or Excel. It allows teams to analyze information, share insights, create backups, or integrate with other tools for improved decision-making and reporting.
Facebook Feed in a help desk context refers to integrating a company's Facebook page messages and comments into the support system. This allows agents to monitor, respond, and manage customer interactions directly, ensuring timely support and maintaining engagement across social media channels.
A Facebook Status is a post or update shared on a company's Facebook page. In help desk systems, tracking statuses lets support teams monitor customer comments, answer queries, and engage with the audience, ensuring timely responses and maintaining a positive social media presence.
Fallback to default is a feature in help desk systems where, if a custom rule, workflow, or response fails, the system automatically uses a pre-set default option. This ensures uninterrupted processes, consistent ticket handling, and prevents errors when custom configurations cannot be applied.
Feedback is customer input about their experience with a product, service, or support interaction. It helps support teams identify issues, improve processes, enhance service quality, and make informed decisions to boost customer satisfaction and overall experience.
A feedback widget is an interactive tool on a website or support portal that allows customers to quickly submit ratings, comments, or suggestions. It helps support teams gather real-time feedback, monitor customer satisfaction, and identify areas for improvement to enhance the overall service experience.
A field list is a collection of data fields in a help desk system used to capture and organize information on tickets, contacts, or requests. It helps agents enter, view, and manage relevant details efficiently, ensuring accurate records and streamlined support processes.
FCR measures the percentage of customer issues resolved during the first interaction without follow-ups. High FCR indicates efficient support, reduces workload, and enhances customer satisfaction by addressing problems quickly and minimizing repeated contacts with agents.
A follow-up is a subsequent interaction with a customer after an initial contact to ensure their issue is resolved, provide updates, or gather feedback. Timely follow-ups improve customer satisfaction, show attentiveness, and help maintain clear communication throughout the support process.
A help center is an online hub where customers can access self-service resources like FAQs, guides, and tutorials. It empowers users to find solutions independently, reduces support ticket volume, and helps support teams focus on complex issues while improving overall customer experience.
A help desk is a centralized platform where support teams manage customer inquiries, issues, and requests. It tracks tickets, facilitates communication across channels, provides tools for resolution, and ensures organized, efficient, and timely support to enhance customer satisfaction and service quality.
A help desk inbox is a central location where all incoming customer messages, tickets, and requests are collected. It allows support agents to view, prioritize, and respond efficiently, ensuring no communication is missed and maintaining organized, timely, and effective customer support.
Idle time is the period when a support agent is logged into the help desk system but not actively handling tickets, chats, or calls. Monitoring idle time helps managers optimize workforce utilization, improve productivity, and ensure timely responses to customer requests.
An incident is any unplanned event or issue reported by a customer that disrupts normal service or operations. In a help desk system, incidents are tracked, prioritized, and resolved to minimize impact, restore services quickly, and maintain customer satisfaction and operational continuity.
Incident management is the process of identifying, tracking, and resolving customer-reported issues or service disruptions. It ensures quick restoration of normal operations, minimizes impact, prioritizes critical incidents, and helps support teams maintain service quality and customer satisfaction efficiently.
Integration connects a help desk system with other software, such as CRM, chat, or analytics tools. It allows seamless data exchange, automates workflows, and enables agents to access all relevant information in one place, improving efficiency, response times, and overall customer support experience.
An internal customer is an employee or department within the organization that relies on support services from another team, such as IT or HR. Tracking internal requests helps ensure smooth internal operations, timely assistance, and overall organizational efficiency, similar to supporting external customers.
ITIL is a set of best practices for IT service management. It guides organizations in delivering efficient, consistent, and high-quality IT services by standardizing processes, managing incidents, and improving service delivery to meet business and customer needs effectively.
ITSM is the practice of designing, delivering, managing, and improving IT services to meet business and customer needs. It focuses on processes, workflows, and tools to ensure efficient service delivery, incident resolution, and overall IT support quality.
A knowledge base is a centralized repository of articles, FAQs, guides, and tutorials that help customers and support agents find solutions quickly. It enables self-service, reduces repetitive tickets, improves response times, and ensures consistent, accurate information across the support system.
Live chat is a real-time messaging feature that allows customers to interact instantly with support agents on a website or app. It enables quick issue resolution, personalized assistance, and improved customer satisfaction by providing immediate responses without the delays of email or ticketing systems.
Metrics are measurable values used to track and evaluate the performance of support teams, processes, or systems. Common help desk metrics include response time, resolution time, ticket volume, and customer satisfaction, helping managers make data-driven decisions, optimize workflows, and improve overall service quality.
Multi-channel support allows customers to reach support teams through various channels such as email, phone, chat, social media, or WhatsApp. It ensures seamless communication, consistent service, and faster issue resolution, improving customer experience and satisfaction across all touchpoints.
NPS measures customer loyalty by asking how likely they are to recommend a company’s product or service. Scores categorize customers as promoters, passives, or detractors, helping businesses gauge satisfaction, identify improvement areas, and strengthen customer relationships.
A new ticket is a recently created support request from a customer that has not yet been addressed by an agent. Tracking new tickets ensures timely assignment, prioritization, and resolution, helping support teams maintain efficiency and provide prompt customer service.
An open ticket is a customer support request that has been received and assigned but not yet resolved. It indicates an active issue requiring attention, helping agents track progress, prioritize tasks, and ensure timely responses for effective customer support.
Omnichannel refers to a seamless support approach where customers can interact across multiple channels email, chat, phone, social media, or apps while maintaining a connected conversation. It ensures consistent communication, faster resolution, and a unified customer experience across all touchpoints.
A parent ticket is the main support request linked to one or more child tickets. It helps organize related issues, track overall progress, and manage complex problems efficiently while keeping all associated tasks connected within the help desk system.
Post-sales support refers to the assistance provided to customers after a purchase, including product setup, troubleshooting, maintenance, and queries. Effective post-sales support ensures customer satisfaction, builds loyalty, and strengthens relationships by helping users get the most value from the product or service.
Pre-sales support involves assisting potential customers before they make a purchase. It includes answering product queries, providing demonstrations, and offering guidance to help prospects make informed decisions. Effective pre-sales support builds trust, clarifies offerings, and increases the likelihood of conversion.
Priority indicates the urgency or importance of a support ticket. High-priority tickets require immediate attention, while low-priority ones can be addressed later. Assigning priority helps agents manage workloads, resolve critical issues faster, and ensure timely responses to maintain customer satisfaction and service quality.
Proactive customer service involves anticipating customer issues and addressing them before they escalate. This includes sending alerts, guidance, or solutions in advance. It enhances customer satisfaction, reduces support tickets, and builds trust by showing attentiveness and commitment to a seamless service experience.
A queue is the organized list of customer support tickets waiting to be addressed by agents. It helps manage workload, prioritize urgent requests, and ensure issues are handled in order. Queues improve efficiency and maintain structured, timely customer service.
A re-opened ticket is a support request marked resolved or closed but reopened by the customer or agent because the issue persists or needs further attention. It ensures unresolved problems are addressed thoroughly, improving service quality and customer satisfaction.
Response time is the duration between when a customer submits a request and when an agent first replies. It reflects support efficiency and directly impacts customer satisfaction. Faster response times improve trust, reduce frustration, and demonstrate attentive, reliable service.
Self-service allows customers to find solutions on their own through resources like knowledge bases, FAQs, or chatbots. It reduces ticket volume, saves time for both customers and agents, and empowers users with quick, convenient access to information anytime.
A service desk is a centralized hub that manages IT and customer service requests, incidents, and communications. It goes beyond a help desk by offering broader support, including problem management, service requests, and IT processes, ensuring smooth operations and better user experience.
An SLA is a formal agreement between a service provider and customer that defines expected service standards, such as response and resolution times. It sets clear expectations, ensures accountability, and helps maintain consistent service quality and customer satisfaction.
A shared inbox is a centralized mailbox where multiple agents can access, manage, and respond to customer emails collaboratively. It improves transparency, prevents missed messages, and ensures faster, organized responses by allowing teams to work together seamlessly on customer communication.
Skill-based routing directs customer tickets or calls to agents best suited to handle them based on expertise, language, or specialization. This ensures quicker resolutions, reduces escalations, and enhances customer satisfaction by matching issues with the most qualified support resources.
Soft skills are interpersonal abilities like communication, empathy, patience, and problem-solving that help agents effectively interact with customers. In customer support, strong soft skills build trust, ease frustration, and create positive experiences, complementing technical knowledge for better service delivery.
A survey is a tool used to collect customer feedback on products, services, or support experiences. Common in help desks, surveys measure satisfaction, identify improvement areas, and guide service enhancements, helping businesses understand customer needs and improve overall performance.
Task management involves creating, assigning, tracking, and completing tasks within a support or project system. It helps teams stay organized, prioritize work, monitor progress, and ensure timely completion, leading to efficient workflows and improved overall productivity.
A ticket is a recorded customer request or issue submitted to a help desk system. It tracks the problem from creation to resolution, allowing agents to manage, prioritize, and resolve requests efficiently while maintaining organized records and ensuring timely customer support.
Ticket assignment is the process of allocating a customer support ticket to a specific agent or team. Proper assignment ensures that issues are handled by the most suitable personnel, improving resolution times, efficiency, and overall customer satisfaction.
Ticket priority indicates the urgency or importance of a support request. High-priority tickets require immediate attention, while lower-priority ones can wait. Assigning priority helps agents manage workloads effectively, resolve critical issues faster, and maintain timely, efficient customer support.
A ticket queue is an organized list of support tickets waiting to be addressed by agents. It helps prioritize tasks, manage workloads, and ensure timely resolution, enabling support teams to handle requests efficiently and maintain consistent customer service.
Ticket rating is a feedback mechanism where customers evaluate how well their support request was handled. Ratings help measure agent performance, identify areas for improvement, and enhance overall service quality by ensuring issues are resolved effectively and customer satisfaction is maintained.
Time idle is the duration an agent remains logged into the support system but is not actively handling tickets, calls, or chats. Monitoring idle time helps managers optimize agent productivity, balance workloads, and ensure timely responses to customer requests.
Urgency indicates how quickly a support ticket or issue needs attention. High-urgency tickets require immediate action, while low-urgency tickets can be addressed later. Assessing urgency helps agents prioritize tasks, manage workloads effectively, and ensure critical customer issues are resolved promptly.
A workflow is a predefined sequence of steps or processes that guide how support tickets or tasks are handled. It ensures consistency, efficiency, and accountability, helping agents follow structured procedures, automate repetitive actions, and provide timely, organized customer support.