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.

Tags

Imagine tags as labels that you can attach to tickets within the Socialboards system.

These tags are like descriptive markers that help categorize or organize the tickets based on their content, ticket creator, or any specific information that's relevant. These markers could say things like "Billing Issue," "Technical Support," "Customer Feedback," or any other relevant information that helps fast distinguish one ticket from another.

Tags also make tickets easier to search. For instance, if someone needs to find all tickets related to "Product Returns," they can simply search for that tag and retrieve all tickets that have been tagged with exactly this tag.

Ticket Expiration

Ticket expiration time refers to the period during which a ticket remains relevant or needs extra attention from agents since last update time.

This period is flexible and adjustable and can be set within the Inbox Service Level Agreement (SLA) settings for different communication channels and subchannels.