Below are the terms that will be used across this manual.

  1. Ticket – Any request that comes into Helpdesk is converted into a ticket and stored for further action.
  2. Ticket ID – A unique identification for all tickets. This ID is generated by WordPress.
  3. Ticket Status – The nature of a ticket during its lifetime.
  4. Ticket Author- Any user/customer on whose request/mail ticket is created.
  5. Ticket Page – The web interface for a ticket.
  6. Follow-up/Reply – A comment added by staff or customer to a ticket. This comment can have attachement of various file types.
  7. Roles – Collection of access rights to various managerial or ticket based permissions. Like Admin, Staff (default)
  8. Staff – The support team that is part of organisation which has setup Helpdesk for its customers.
  9. Subscriber – Someone who only wants to get notifications about the follow-ups added to a ticket.
  10. Assignee – The helpdesk staff to whom the ticket has been assigned.
  11. Administrator – The user who has setup Helpdesk and/or who has been assigned Admin rights to the Helpdesk module.
  12. Client/Customer – A person who has bought a product from an organisation.
  13. Product – Any product/service that the organisation is selling.
  14. Notifications – Email alerts sent to staff and ticket authors on various actions on a ticket.
  15. Reports – Analytical data on tickets based on filters selected.
  16. Comment Type – Comment assigned with some specific visibility.
  17. Blacklist Email – Any email address which has been barred by Administrator from creating any ticket.
  18. Hash URL – A unique link generated for each ticket.
  19. Support Page – A page with support form setup using the helpdesk short code. This form is used by the customer to send support queries.
  20. Notification templates – Predefined text to be used in notifications mails.