Admin Guide

Deskpro Terminology


Admin: staff member within your company who has administrator access to configure and customize your helpdesk

Agent: staff member within your company who uses Deskpro to provide help

Article: in the context of Deskpro, an article refers to a piece of knowledgebase content

Assignment: a ticket can be assigned to an agent or a team to track who is dealing with that ticket

CC: a user who is CCed on a ticket will receive notifications about its progress. The equivalent for agents is following

Chat: real-time instant messaging between agents and users; may be available to users from the web portal or integrated into a website

Community: suggestions from users submitted through your web portal; e.g. a feature request or new product idea

CRM: the app used for managing users and assigning them to organizations and usergroups; short for Customer Relationship Management

Downloads: useful files you provide to users through your web portal; e.g., software drivers or product manuals; maintained in the Publish app

Following: an agent added as a follower of a ticket can get notifications and see it in the Tickets I Follow filter; useful for keeping track of a ticket without being assigned to it

Glossary: part of the Publish app used to maintain definitions of terms which are automatically displayed in knowledgebase articles

Knowledgebase: part of the web portal which contains rich-text help articles

News: part of the web portal which displays news posts chronologically; useful for product announcements

Organizations: used to track the company or other enterprise a user belongs to; you can assign users to organizations using the CRM app, or Deskpro can automatically assign organizations based on user email addresses;

Permissions: settings which control what an agent or user can do with Deskpro; your agent permissions are set by your admins and might, for example, prevent you deleting tickets; a user’s permissions depend on their usergroup

Publish: the app used to maintain content for the web portal: knowledgebase articles, news posts, downloads and glossary entries

SLAs: short for Service Level Agreements; goals for dealing with tickets that your helpdesk aims to meet, e.g. that you must reply to a new ticket within 4 hours; shown in the Tickets app.

Snippets: short pieces of text which you can quickly insert into messages to users; useful to save time entering standard greetings, phrases, canned answers etc.

Status: a ticket’s status is used to track who needs to act on a ticket next: awaiting agent means the helpdesk must do something related to that  ticket; awaiting user means the helpdesk is waiting for the user to reply; resolved means the issue that ticket represents has been resolved; Pending means the ticket cannot be actioned yet because you are waiting for something else to happen first, e.g. waiting on an update from a 3rd party.

Tasks: an app used to track “to-do” items for agents

Teams: agents are grouped into teams to enable group ticket assignment

Ticket: represents a user question, problem or complaint; can be created automatically from incoming user email, or by a user from the web portal, or by an agent on a user’s behalf

Ticket email account or just email account: an email account that is linked to Deskpro so that incoming emails are turned into tickets e.g. support@example.com

User: one of the people the helpdesk is trying to help

Usergroup: users belong to usergroups which determine what they are allowed to do and see when interacting with Deskpro; created by admins, assigned with the CRM app

Web portal: the user-facing web interface of Deskpro - can be integrated into your own website; content on the portal is maintained using the Publish app

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