This guide includes a few key terms and concepts that will help you understand how Deskpro operates:

• Ticket: Each issue, such as a complaint or question, is recorded as a ticket in Deskpro. A ticket provides a unified view of all communications related to that issue.

• User: Users are individuals who seek help from your help desk. They can be external customers or internal colleagues, such as employees needing IT support. Every ticket is associated with a user.

• Agent: Agents are team members who use Deskpro to assist users. They might be IT support workers or customer service representatives.

• Admin: An admin is an agent with increased permissions which allows them to configure the help desk.

• Department: Departments help organize the help desk by controlling access and reflecting your internal structure, such as Sales, Support, and Accounting. Every ticket is associated with a department.

• Organization: Organizations represent the company or entity to which your users belong.

• Help Center: The web interface where users interact with your help desk. Depending on configuration, users can view and submit tickets, make feature requests, and read help articles. It's accessible at your help desk's base URL (e.g., http://yourcompany.deskpro.com or http://helpdesk.yourcompany.com).

• Agent Interface: The main workspace used by agents to manage and respond to tickets, accessible at http://yourcompany.deskpro.com/app#.

• Admin Interface: The interface used to configure and maintain the help desk, available at http://yourcompany.deskpro.com/app#/admin.