This is a quick reference for many of the terms in the manual and their definitions.
An example domain name is: www.nethere.com
Fully Qualified Domain Name
Helpdesk is a generic term referring to a customer support center that facilitates interaction between customers and customer service.
The knowledgebase contains an archive of solutions to previous problems. It can also hold answers to frequently asked questions. Knowledgebase items detailing problems and their solutions are called articles. Articles can be marked as private (internal use only) or public. A InBoxHQ Helpdesk Public Knowledgebase Interface can be set up easily on your company's web site to provide a self-help avenue for your customers.
Tickets usually have one owner. An owner is responsible for seeing that the requestor of a ticket receives enough assistance to resolve their issue (ticket).
To pass from the output of one application to the intput of another application.
Defined in RFC 1081. POP3 allows a client computer to retrieve electronic mail from a POP3 server via a TCP/IP connection.
Queues process incoming and outgoing e-mail and are usually used to seperate correspondance for a specific department. Example queues are: Billing, Support & Sales.
The requester is a person who opens a ticket. In the case of a User opening a ticket for a customer (i.e. by phone or other means) the requester is the user requiring support.
Threads are a string of responses to a particular message. This term is used in InBoxHQ Helpdesk to encompass all messages gathered under a single ticket.
Tickets are a way of grouping correspondance regarding a particular issue. Incoming tickets are sorted into queues. The multiple messages gathered under a single ticket are called threads. Example tickets are: support trouble tickets, sales lead tickets & billing inqueries.
Users have a login and password to enter the system. They are typically staff members with daily duties to perform -- be it technically supporting your customer base, overseeing all correspondance with customers, answering billing inqueries or multiple other tasks.
A watcher is a support user who gets a copy of every email to his email client for the queues he is a watcher. He can then respond to those emails he receives and send them back to the Helpdesk. The helpdesk will save them into the database and send the watchers response on to the requester.