Help Desk Software Glossary
If you are just getting started with help desk software or customer service in general, you might have a problem with all those new words. We have put together complete list of customer service terminology.
A
- A-Law
- A/B testing
- Account administrator
- Activity log
- Agent
- Agent alias
- Agent group
- Agent interface
- Agent panel
- Agent reply template
- Agent role
- Agent signature
- Agent ticket scope
- Agent utilization
- AJAX
- Application Programming Interface
- Archiving
- Assign ticket
- Assignee
- Attended transfer
- Audit log
- Auto dialer
- Automated call systems
- Automations
- Average handle time (AHT)
- What is ACD and How Does It Work?
B
C
- Call center
- Call center app
- Call center automation
- Call center for sale
- Call center jobs
- Call center managers
- Call center phone
- Call center scripting
- Call center skills
- Call center software
- Call center solution
- Call center supervisors
- Call center tools
- Call disposition
- Call masking
- Call monitoring software
- Call resolution
- Call tag
- Call tagging
- Call time
- Call to action
- Call to action button
- Caller tracking software
- Canned Messages
- Chat button
- Chat client
- Chat service
- Chat software
- Chat support
- Chat tool
- Chatting apps
- Churn
- Closed ticket
- Code of practice
- Cold calling software
- Collaborators
- Community
- Community forum
- Competitive advantage
- Complaints
- Compliments
- Contact center software
- Contact center vs a call center
- Contextual help
- Conversation
- Conversion costs
- Conversion funnel
- Conversion rate
- Conversion rate optimization
- Cost per call
- Cost per contact
- CRM
- CRM services
- CRM software
- CRON job
- Current user
- Custom agent roles
- Custom status
- Customer
- Customer advocacy
- Customer care
- Customer centric
- Customer contact software
- Customer database
- Customer delight
- Customer driven marketing strategy
- Customer Effort Score (CES)
- Customer engagement
- Customer engagement model
- Customer experience
- Customer form
- Customer information
- Customer insights
- Customer interaction
- Customer lists
- Customer relations
- Customer relationship
- Customer representative
- Customer satisfaction
- Customer satisfaction rating
- Customer satisfaction score
- Customer satisfaction survey
- Customer service
- Customer service callback
- Customer service center
- Customer service companies
- Customer service consultant
- Customer service email
- Customer service experience
- Customer service management
- Customer service manager
- Customer service philosophy
- Customer service reviews
- Customer service satisfaction
- Customer service skills
- Customer service software
- Customer service supervisor
- Customer service survey
- Customer service tools
- Customer service training
- Customer service videos
- Customer success manager
- Customer support
- Customer tracking software
- Customize
- The contact center as a service
- What Is a Cold Calling?
- What is a Customer Service Call Center? (Practices & Tips)
- What is Call Center Technology?
- What is Call Volume?
- Сall handling time
D
E
F
I
L
M
O
- Omnichannel customer engagement
- Omnichannel customer experience
- Omnichannel customer service
- On hold ticket
- On time resolution
- Online chat
- Online chatting app
- Online customer service
- Online support
- Online tech support
- Open source helpdesk
- Open source ticketing system
- Open ticket
- Organic social media
- Organic vs Paid Social Media
- Outbound call center
- Outbound sales
- Outbound sales representative
- Outstanding customer service
- What Are Outbound Calls?
P
- Pages viewed per session
- Paid social media
- Partner addresses
- Pathfinder
- Pending ticket
- Permissions
- Personalization vs Customization
- Personalize
- Personalized email replies
- Phone dialers
- Phone ticketing
- Placeholder
- Platform as a Service (PaaS)
- Power dialer
- Predictive dialer
- Preview dialer
- Private notes
- Progressive dialer
- What is the Meaning of a Phone Tag?
Q
R
S
- SAML
- Sandbox
- Satisfaction prediction scores
- Scenario automation
- Security policy
- Self service
- Service desk
- Service desk manager
- Service management software
- Service software
- Single sign-on
- SIP calling
- SIP trunk
- Skills-based routing
- SLA
- SLA violation
- Smart rules
- Social support
- Software agent
- Software as a service (SaaS)
- Software support
- Split ticket
- Spy Dialer
- Staff agent
- Subdomain
- Support address
- Support channel
- Support portal
- Support request
- Support ticket
- Suspended ticket
T
- Talk time
- Target
- Team leader
- Technical support
- Tel link protocol
- Telemarketing software
- Temporary agent
- Ticket backlog
- Ticket deflection
- Ticket detail
- Ticket form
- Ticket ID
- Ticket lifecycle
- Ticket management
- Ticket management system
- Ticket priority
- Ticket sharing
- Ticket status
- Ticket system
- Ticket thread
- Ticket watcher
- Ticketing software
- Ticketing system
- Time-based events
- Touchpoints
- Training
- Transfer ticket
- Trouble ticket
- Troubleshooting
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