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Glossary

The words used across ChaosDesk, from workspace and ticket to seat, view and trigger.

2 min read

The terms you meet most often in ChaosDesk, in alphabetical order.

A to G

  • Admin: a team member who can open the Admin Center and change every setting.
  • Admin Center: the settings area, grouped into People, Tickets, Channels, Business rules, Integrations, and Security & compliance.
  • Agent: a team member who answers tickets. Each agent takes a seat.
  • Agent status: Online, Away or Offline, plus custom statuses your admin adds. See agent statuses.
  • Assignee: the agent responsible for a ticket.
  • Automation: a rule that runs on a schedule, based on time, for example “close a ticket 4 days after it is solved”.
  • Brand: a company or product line you support, with its own support addresses and help centre.
  • CC: a person copied on a ticket who receives public replies by email.
  • Follower: a team member who is notified about updates on a ticket without being its assignee.
  • Group: a team of agents, such as Billing or Returns. Tickets are routed to groups.

H to R

  • Help centre: your public knowledge base, where customers find articles and submit requests.
  • Internal note: a comment only your team can see.
  • Light agent: a team member who can read tickets and add internal notes, but cannot reply to customers or be assigned. Light agents do not take a seat.
  • Macro: a saved reply plus ticket changes you apply in one step.
  • Messenger: the chat window you add to your website or app.
  • Play mode: a way to work a view where ChaosDesk hands you the next ticket.
  • Public reply: a comment that is sent to the requester and CCs.
  • Requester: the customer who asked for help.

S to Z

  • Seat: a paid place for one active agent or admin. See plans and billing.
  • Side conversation: a separate thread with a partner or another team, attached to a ticket.
  • SLA policy: the reply and resolution targets a ticket must meet.
  • Status: where a ticket stands: New, Open, Pending (waiting for the customer), On-hold (waiting for a third party), Solved or Closed.
  • Support address: an email address whose mail becomes tickets.
  • Suspended ticket: an incoming email held back because it looks like spam, an auto-reply or a mail loop.
  • Trigger: a rule that runs right after a ticket is created or updated, for example to email the requester.
  • View: a saved list of tickets that match conditions, such as Unassigned tickets.
  • Workspace: your company’s own ChaosDesk, at its own address.

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