Sales & Customer Service • Module glossary
This glossary explains common words and fields you’ll see when using Support Desk in XFatora.
Also known as: Helpdesk, Support Tickets
What it is: The assignee is the staff member responsible for resolving the ticket.
When you use it: Use assignment to ensure accountability—every ticket should have an owner.
Example: A ticket is assigned to a specific support agent for follow-up and resolution.
Common fields (and what they mean):
Related terms: Department, Workload Planner, Escalation
What it is: Customer portal tickets allow customers to open and track support requests online.
When you use it: Use portal tickets to reduce email overload and give customers transparency.
Example: A customer checks ticket status without needing to call support.
Common fields (and what they mean):
Related terms: Customer Portal, Support Ticket
What it is: A department is the team responsible for handling certain ticket types (e.g., Support, Billing, Sales).
When you use it: Use departments to route tickets correctly and to keep responsibilities clear.
Example: Billing questions go to the Finance department; technical issues go to Support.
Common fields (and what they mean):
Related terms: Assignment, SLA, Service
What it is: First response time is how long it takes your team to reply after a ticket is opened.
When you use it: Use it to improve customer experience—fast acknowledgement builds trust even if resolution takes longer.
Example: Your dashboard shows average first response time reduced from 6 hours to 45 minutes.
Common fields (and what they mean):
Related terms: SLA, Support Ticket
What it is: An internal note is a comment visible only to staff—useful for coordination and troubleshooting.
When you use it: Use internal notes to capture context without confusing the customer.
Example: A support agent leaves a note: “This looks related to yesterday’s server update.”
Common fields (and what they mean):
Related terms: Smart Mentions, Escalation
What it is: A knowledge base link points customers to a help article for self-service.
When you use it: Use knowledge base links to reduce repetitive tickets and scale support.
Example: Instead of typing a long answer, you insert a link to the “How to export invoices” article.
Common fields (and what they mean):
Related terms: Predefined Replies, Customer Portal
What it is: Predefined replies (canned replies) are reusable answers for common questions.
When you use it: Use them to respond faster while keeping answers consistent and accurate.
Example: A predefined reply explains how to update billing information step-by-step.
Common fields (and what they mean):
Related terms: Knowledge Base Link, Public Reply
What it is: Priority indicates urgency and helps the team decide what to handle first.
When you use it: Use priority when you need to handle critical issues faster than minor requests.
Example: Billing system is down → priority set to Urgent with immediate assignment.
Common fields (and what they mean):
Related terms: SLA, Escalation
What it is: A public reply is a message the customer can see inside the ticket.
When you use it: Use public replies to ask for information, provide updates, and share final answers.
Example: You reply: “We’ve reset your access—please try again and confirm.”
Common fields (and what they mean):
Related terms: Internal Note, Predefined Replies
What it is: Resolution time is how long it takes to fully solve and close a ticket.
When you use it: Use it to identify bottlenecks, staffing needs, and recurring issues.
Example: Password reset tickets resolve in 15 minutes; integration issues take 2 days.
Common fields (and what they mean):
Related terms: SLA, Root Cause
What it is: A service is a category of help you provide, used to group and report on tickets.
When you use it: Use services when you want better reporting (e.g., Billing vs Technical vs Training).
Example: You track how many “Onboarding” service tickets you handle each week.
Common fields (and what they mean):
Related terms: Support Ticket, Reporting
What it is: SLA (Service Level Agreement) is the promised response/resolution time for support requests.
When you use it: Use SLAs to set expectations and to measure support performance.
Example: High priority tickets must be answered within 1 hour and resolved within 24 hours.
Common fields (and what they mean):
Related terms: Priority, First Response Time, Resolution Time
What it is: A support ticket is a tracked request for help. It keeps customer issues organized so nothing is lost in email threads.
When you use it: Use tickets whenever a customer reports a problem, asks a question, or requests a change that needs follow-up.
Example: A customer can’t log in—your team opens a ticket, assigns it to Support, and tracks it until resolved.
Common fields (and what they mean):
Related terms: SLA, Priority, Department, Customer Portal
What it is: Attachments are files added to a ticket—screenshots, invoices, logs, or documents.
When you use it: Use attachments to speed up diagnosis and avoid back-and-forth.
Example: Customer uploads a screenshot of the error message for faster troubleshooting.
Common fields (and what they mean):
Related terms: Support Ticket, Security
What it is: Escalation is moving a ticket to a higher level (specialist team or manager) when it needs deeper attention.
When you use it: Use escalation for urgent, complex, or stuck tickets.
Example: A critical outage ticket is escalated from Support to Engineering.
Common fields (and what they mean):
Related terms: Priority, Department, SLA
What it is: Ticket notifications alert staff when new tickets arrive, when customers reply, or when SLAs are at risk.
When you use it: Use notifications to respond quickly and keep ownership clear.
Example: A support agent gets notified when a VIP customer replies on an open ticket.
Common fields (and what they mean):
Related terms: Smart Mentions, SLA
What it is: The ticket queue is the list of incoming tickets waiting for action, usually sorted by priority and age.
When you use it: Use queues to manage daily work and avoid missed tickets.
Example: Support starts the day by working the oldest high-priority tickets first.
Common fields (and what they mean):
Related terms: Workload Planner, SLA
What it is: Reassignment changes which department or staff member owns the ticket.
When you use it: Use it when the request was routed incorrectly or when workload needs balancing.
Example: A billing issue was opened under Support—reassign to Finance.
Common fields (and what they mean):
Related terms: Department, Assignee, Workload Planner
What it is: Ticket satisfaction is feedback collected after a ticket is resolved (e.g., thumbs up/down or rating).
When you use it: Use satisfaction tracking to improve support quality and identify coaching needs.
Example: Customers rate support 4.7/5 this month; low scores highlight specific recurring issues.
Common fields (and what they mean):
Related terms: Feedback & Surveys, Reporting
What it is: Ticket status shows where the request stands right now.
When you use it: Use clear statuses so customers and staff always know what’s happening next.
Example: A ticket is set to “Waiting on Customer” after you ask for a screenshot.
Common fields (and what they mean):
Related terms: Support Ticket, SLA
