The words
behind the work.

Support has its own vocabulary, and most of it is simpler than it sounds. Here is what each term actually means.

Architecture

One platform hosting many isolated support workspaces, each with its own data, branding and settings.

A help desk that carries your client's branding — their domain, logo, colours and sender email — not the vendor's.

CSAT Customer Satisfaction Score

A metric measuring how satisfied a customer was with a specific interaction, usually surveyed right after resolution.

A metric measuring how easy it was for a customer to get their issue resolved — low effort correlates with loyalty.

The time between a customer opening a ticket and getting the first human reply — the wait customers feel most.

Canned Response Canned Response (Macro)

A saved, reusable reply for common questions — keeps answers fast and consistent across the team.

Routing a ticket to a more senior agent or specialist team when it can't be resolved at the current level.

A self-service library of help articles that lets customers solve common problems on their own.

Handling conversations across email, chat, widget and portal in one unified place, with shared context.

A single team mailbox where conversations become assignable, status-tracked items so agents don't collide or duplicate replies.

A commitment to respond to and resolve support requests within defined time targets, usually set per priority.

When a ticket misses its agreed first-response or resolution target — ideally warned about before it happens.

Resolving customer questions via self-service — a knowledge base or help center — before they turn into an agent-handled ticket.