Help Center Terms

Here you will find all the terms regarding the Help Center.

A

Admin_notes

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Internal notes added by the admin or support team for context, tracking, or follow-up action.

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Average Fixed Hours

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The average number of hours it took to resolve the ticket from the moment it was submitted.

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F

Fixed

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An internal indicator used by the admin to confirm whether the reported issue has been resolved.

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Fixed _date

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The date when the ticket was marked as resolved or completed.

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Fixed_time

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The exact time when the ticket was resolved.

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I

Issue_date

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The date when the ticket or issue was initially submitted or reported.

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Issue_description

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A detailed explanation of the problem or request submitted by the user.

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Issue_time

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The exact time when the ticket was logged into the system.

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N

Name ('Clients')

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The name of the client you are working for (e.g., iDealOps, TestClient, etc).

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Name ('Graphs')

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Name of the owner of the graph that is reporting the issue.

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S

Support Tickets / Day

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The number of support tickets created on average per day.

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Support Tickets / Month

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The number of support tickets created on average per month.

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Support Tickets / Week

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The number of support tickets created on average per week.

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Support Tickets Created

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The total number of support tickets that have been submitted or logged.

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Support Tickets Pending

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The number of tickets that are awaiting resolution.

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Support Tickets Solved

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The number of support tickets that have been marked as resolved.

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T

Type

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The category of the issue reported.

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