Control Panel involves certain concepts and key-terms which carry particular meaning and help towards the use of different modules/features at the platform of Control Panel The purpose of this document is to elaborate those specific concepts which are being used specifically in help desk module and to facilitate you towards friendly adoption of Control Panel environment.
The concepts involved are the following:
Active Ticket
Active ticket is a ticket waiting for a technician attention.
Waiting Ticket
When a technician replies to a ticket it goes to waiting state which indicates it is waiting for a confirmation from customer. A waiting ticket is automatically closed after certain number of days as configured in the settings.
Closed Ticket
Closed ticket cannot be update/replied without re-opening.
Agent User
An agent user is help desk technician who receives and handles tickets.
Departments
Department is a ways of streamlining company operation. Usually Sales, Support and Billing departments exist in a hosting company.
Email Parser
Email parser scans mailboxes and creates tickets out of emails.
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