Service Desk Software Glossary: Key Terms & Concepts

A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themselves when they require assistance, information, ...read more

Customer support is a term used to describe services that assist customers in making the most cost-effective and proper usage of a product. From product planning to installation, training,...read more

A system or process for capturing, tracking and storing electronic documents such as PDFs, word processing files, and digital photographs of paper-based content is known as document manage...read more

People can collaborate more easily with the help of collaboration tools. The goal of a collaboration tool is to help a group of two or more individuals achieve a common goal or objective. ...read more

The time tracking feature is primarily used by businesses that bill customers based on the time it takes to resolve a problem. Staff can quickly record their time on various customer reque...read more

Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to comm...read more

Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalation rules, which will result in email or on-scree...read more

A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and the expected level of service to be provided to...read more

A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for peop...read more

Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be done. Ticket management is a crucial business s...read more

Storing a document, usually, a digital document, in a document management system is known as document storage (DMS). We now employ electronic storage instead of filing cabinets. It conserv...read more

In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where incidents should be sent. Problem Type, Location...read more

Your customers and agents can meet in the forum and help each other solve problems. Every forum post is converted to a ticket. Your customer service professional will save time by using fo...read more

The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply shortages can all derail your project. You risk p...read more

A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps, or in-app by rating the agent's performance an...read more