Glossary

Inbox

An inbox is a common workplace used for handling support tickets across agents and teams.

Tickets

A support ticket is a service request from an end-user that is received by a ticketing system. Emails are often referred to as support tickets, and in our case, we also define customer messages from other channels a ticket.

Categories

Categories are a key part of Socialboards. Their mission is to structure your tickets into a meaningful context, as well as giving users access to tickets that is relevant to their position or role in the company.

Custom fields

Custom fields let you add additional data to tickets in your Socialboards Inbox. You can create a field for anything that’s important to your workflow, team, and company. This lets individuals have clarity on work happening across their organisation, and is also frequently used in reports.

Channels

By channel, we mean a source of tickets that is connected to your Socialboards inbox. Channels can also have their own sub-channels. For example would Facebook be considered a Channel, and Facebook Messenger a sub-channel.