Glossary

Activation key. The key you receive when you buy Pro. You enter it on the Pro Installer to install and activate Pro.

Administrator. A Joomla user who can open Components → JS Support Ticket in Joomla’s administrator. Sees and manages everything.

Announcement (Pro). A news item or notice shown to customers on the help desk pages. Managed under Content → Announcements.

Answered. The status a ticket gets when staff or the administrator reply.

Attachment. A file added to a ticket or a reply. How many, how large and which types are allowed is set under System → Settings.

Auto-close. Closing an answered ticket automatically when the customer has not replied for a set number of days (Auto-Close Tickets in System → Settings). 0 turns it off.

Background jobs. Work the help desk does on its own: auto-closing, marking tickets overdue, sending feedback e-mails, collecting e-mail, sending queued mail and checking SLA targets. They run when pages are loaded, or from Joomla’s Scheduled Tasks.

Canned response. A saved reply you insert into an answer instead of typing it again. Managed under Flow → Canned Responses, per department.

Closed. The status of a finished ticket. A closed ticket can be reopened for a set number of days after its last reply.

Control Panel. The administrator’s home screen in the component. See The Control Panel.

Customer. Someone who raises tickets: a logged-in Joomla user, or a visitor if visitor tickets are allowed. The screens also call them the user.

Dashboard. The help desk’s main page on your website. Customers see their dashboard, staff members see a staff dashboard.

Data directory. The folder in your site’s root where attachments and other files are stored.

Department. The team a ticket belongs to. Each department can have its own e-mail address and signature. Managed under People → Departments.

Feedback (Pro). A customer’s rating and comments on a closed ticket, asked for by e-mail after the ticket closes.

Help topic. A subject within a department that customers choose on the ticket form. Managed under Flow → Help Topics.

In Progress. A status staff can set to show someone is working on a ticket (Pro: Mark In Progress).

Internal note (Pro). A note on a ticket that only staff and the administrator see.

Knowledge base (Pro). Help articles in categories, published on the help desk pages. Managed under Content → Knowledge Base.

Lock (Pro). Removes the reply box from the ticket’s page on your site until the ticket is unlocked.

Merge (Pro). Combining one ticket into another. The merged ticket is closed.

New. The status of a ticket nobody has replied to yet.

Organisation (Pro). A company that customers belong to, so colleagues can share tickets. Managed under Flow → Organisations.

Overdue. A ticket that has passed its due date, or gone unanswered longer than its priority allows. Shown in red on the Control Panel.

Pending. The status a ticket gets when the customer replies: it is waiting for staff.

Priority. How urgent a ticket is, with a colour. Managed under Flow → Priorities.

Pro Installer. The screen under Home → Update that activates Pro and installs new versions.

Role (Pro). A set of permissions for staff members: which ticket actions they may take and which departments they see. Managed under People → Roles.

Saved view. A ticket list filter you saved to use again.

SLA rule (Pro). A target for the first response and the resolution of tickets, by department and priority. Managed under Flow → SLA Rules.

Staff member (Pro). A Joomla user who works tickets on the front end of your site. Managed under People → Staff Members.

System email. An e-mail address the help desk sends from, set under Email → System Emails.

Tag. A label you add to tickets to group and filter them. Managed under Flow → Tags.

Ticket. One support request and its whole conversation.

Ticket ID. The reference a customer sees for a ticket: random letters, or a sequential number, depending on Ticketid sequence. Visitors use it with their e-mail address to look a ticket up.

Ticket via email (Pro). Turning e-mails sent to a mailbox into tickets and replies. Set up under Tickets → Email Tickets.

Visitor. Someone on your site who is not logged in.

Watcher (Pro). Someone copied on a ticket who receives its e-mails without being the customer.