Glossary

Here is a collection/list of terms used in SimpKo with corresponding descriptions:

Term	Description
Agent	Person who responds to support requests/tickets.
Communication Channels	Channels refer to the different mediums through which requests/tickets can be created in the helpdesk.
Customer	Person who created the support request/ticket .
Custom Ticket Field	Additional information that can be collected about a ticket.
Group	Groups are used to organize agents and incoming support requests. Groups allow both the categorization of tickets and the assignment of agents to groups so that they only see tickets they need.
Helpdesk	The SimpKo helpdesk is a system that is used for the administration and structured processing of requests. Each request is recorded in the helpdesk in the form of a ticket. Each ticket is, so to speak, a communication thread (sequence of answers) to the submitted request. All incoming requests via the supported communication channels are centrally collected in the helpdesk.
Helpdesk	The SimpKo helpdesk is a system that is used for the administration and structured processing of requests. Each request is recorded in the helpdesk in the form of a ticket. Each ticket is, so to speak, a communication thread (sequence of answers) to the submitted request. All incoming requests via the supported communication channels are centrally collected in the helpdesk.
Instance	Your SimpKo account.
Markdown	Markup language that can be used to format the contents of certain fields.
Notification	Notification which customers, agents or groups receive when certain events occur on the helpdesk. Each e-mail notification is composed of a text block and a template to form an e-mail.
Placeholder for text block	Terms/words that stand for certain content and are automatically replaced by the system with the corresponding data.
Priority	The importance associated with the ticket.
Request	A request that customers/inquirers submit via any communication channel.
Requesting person	Person who has submitted a (support) request. A requesting person is automatically added to the customer list in the helpdesk.
Role	Collection of permissions referenced with a term like Admin.
Status	Current state of a ticket in its life cycle.
Support Request	see under Request
Support Language	Support languages allow to customize notifications to the language of the requesters and also the users. By default, German and English are enabled as support languages.
System role	Includes permissions for user and account management.
System language	The language in which the user interface is displayed, system messages appear and e-mail notifications are sent to agents (e.g. regarding a ticket assignment). SimpKo offers the option to choose between German or English as system language.
Template	The basic structure of each e-mail notification as well as the requirement that notifications can be sent as e-mail from the helpdesk. A template can include a signature, a footer and a logo.
Text Block for notification	Desired content of a notification.
Ticket	Every request received in your SimpKo helpdesk becomes a ticket.
Ticket View	List of tickets that matches defined filter conditions.
Ticket Tag	Reference/additional information for tickets.
Ticket Detail Page	Page that is called by opening a ticket and contains all information and updates about the ticket.
Ticket Overview	List of tickets organized in ticket views.
Type	Categorization of tickets based on the ticket information they contain.
User	People who have access to the SimpKo instance.
User Interface	Interface to which users are directed after logging in to your SimpKo instance.