Help Center Terms

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

A

Admin_notes

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

Average Fixed Hours

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

F

Fixed

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

Fixed _date

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

Fixed_time

The exact time when the ticket was resolved.

I

Issue_date

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

Issue_description

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

Issue_time

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

N

Name ('Clients')

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

Name ('Graphs')

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

S

Support Tickets / Day

The number of support tickets created on average per day.

Support Tickets / Month

The number of support tickets created on average per month.

Support Tickets / Week

The number of support tickets created on average per week.

Support Tickets Created

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

Support Tickets Pending

The number of tickets that are awaiting resolution.

Support Tickets Solved

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

T

Type

The category of the issue reported.

Last updated