Key Terminologies in BoldDesk: Definitions

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In BoldDesk, understanding the key terminologies is essential for efficiently navigating and utilizing the help desk platform. Below is a list of important terms, along with their definitions:

Ticket Module

Term	Definition
Child Ticket	A smaller issue connected to a parent ticket.
Clone Ticket	Creating a duplicate of an existing ticket for quick reuse or replication.
Creator	Sometimes agents create tickets on behalf of customers. In these cases, the creator and requester are different. The creator refers to the agent who creates the ticket.
Forward Ticket	Sending a ticket or a specific message within a ticket to an external recipient such as another agent, a customer, or a third-party vendor for collaboration or additional input.
Merge Ticket	Combining one or more tickets into another ticket to manage multiple related issues in a single ticket.
Parent Ticket	The main ticket for a major issue, with smaller related issues linked as child tickets.
Participant	An external collaborator who is added to the conversation either by the requester or by an agent on the requester’s behalf.
Priority	The importance level assigned to a ticket to determine handling urgency. This is used to determine SLA
Private Note	Internal notes on a ticket visible only to agents.
Public Note	A note message visible to customers, where agents can add additional messages to notify them without affecting SLAs.
Public Reply	A reply to customers. Any comment posted here will be visible to the customer unless the ticket is private.
Related Ticket	Tickets having a common issue or theme can be linked as related tickets.
Requester	The individual who submits a ticket requesting assistance.
Share Ticket	Sharing a ticket with an agent or group to enable collaboration with cross-departmental teams.
Status	The current progress state of a ticket (Open, Pending, On hold, Solved).
Tags	Labels used to categorize and organize tickets for easy filtering and reporting.
Ticket	A request for support or issue resolution submitted by a customer or an end user.
Ticket Category	A system field used to classify and organize tickets based on their nature, purpose, or the department they relate to.
Ticket Fields	Individual data entry components used to capture and display information within a support ticket.
Ticket Forms	A collection of predefined ticket fields to use when creating or displaying a ticket.
Ticket Template	Pre-filled ticket form designed to help agents quickly create support tickets for frequently occurring issues or requests.
Ticket Views	Predefined or custom filters that allow agents to organize and access tickets based on specific criteria.
Watchers	Additional agents who are notified of ticket activity but not directly assigned.
Worklog	A record of time and activity logged by agents to track time spent on support for performance, billing, and reporting.

AI Module

Term	Definition
Access Control	The ability to manage which agents can use AI-powered features, such as the AI Copilot.
AI	Refers to a suite of intelligent tools designed to enhance customer support by automating tasks, improving response quality, and boosting agent productivity.
AI Action	Customizable, prompt-driven tasks that allow the AI to perform real-time operations—either by interacting with external systems or by executing internal logic—directly from the ticket interface
AI Agent	An intelligent virtual assistant designed to automate customer support tasks and handle interactions across multiple channels—such as live chat, email, and social media—with speed, accuracy, and contextual understanding.
AI Agent Performance Dashboard	A specialized analytics tool within the AI module that provides detailed insights into how your AI agents are performing in handling customer interactions.
AI Agent Report	A detailed analytics tool within the AI module that helps you evaluate how well your AI agents are performing in handling customer interactions.
AI Copilot	A powerful assistant designed to enhance customer support operations by leveraging generative AI.
AI Copilot Report	A performance analytics dashboard within the AI module that tracks how support agents interact with the AI Copilot and how effectively the AI assists them.
Chat Bot	AI-powered program designed to simulate human-like conversations through text or voice. It primarily handles simple, repetitive tasks by following predefined rules or scripts.
Custom Prompts	User-defined AI tasks that can be executed directly from the ticket details page that allow support teams to create personalized AI-driven actions tailored to their specific workflows.
Deploy	Refers to the process of activating and making an AI configuration live—such as an AI Action, AI Agent, or Custom Prompt—so it can be used in real-time support scenarios like ticket replies or live chats.
Performance	Refers to how effectively AI agents are handling customer interactions and contributing to support operations.
Unanswered Questions	Queries that the AI Copilot or AI Agent could not respond to due to missing or insufficient information in your Knowledge Base
Usage & Alerts	Section that helps you monitor and manage how much your AI Agents are being used, especially when you’re on a pay-as-you-go plan for AI resolutions

Chat Module

Term	Definition
Chat	Chat feature is a real-time communication tool that allows support agents to interact directly with customers through a chat widget embedded on your website or customer portal.
Chat Fields	Data fields used within live chat interactions to collect, display, and manage information about the conversation and the visitor.
Chat Forms	Structured forms used during live chat sessions to collect information from visitors and guide the conversation.
Chat Views	Customizable filters that help agents efficiently organize, access, and manage live chat conversations.

Activities Module

Term	Definition
Activities	Structured actions or interactions that can be either independent or linked to a ticket or contact, which help teams collaborate more effectively by tracking and managing various types of engagements related to customer support or internal operations.
Activity Fields	Predefined data fields used when creating or editing an activity—such as a task, call, meeting, or ticket forwarding. This field cannot be customized or added.

KB Module

Term	Definition
KB Article	A self-service online document that provides information about a product, service, or internal process designed to help users find answers to common questions, troubleshoot issues, and learn how to use features without the need to contact support.
KB Category	The top-level folder used to organize articles and structure content within the knowledge base so that users can easily navigate and find relevant information.
KB Section	A subdivision within a KB Category that helps further organize articles into logical groups. This enhances the structure and navigability of your knowledge base, making it easier for users to find relevant content.
Knowledge Base (KB)	A collection of articles and resources for self-service support.
Related Articles	Articles linked to other articles for additional context or information.

Contacts Module

Term	Definition
Anonymous Visitors	Refer to users who interact with your support system without logging in or creating an account.
Contact Groups	A contact group is used to organize related contacts. It can be considered as a company, where the contacts represent the employees working under that company.
Contacts	Refers to a customer or end-user record—someone who interacts with your support team by submitting tickets.
Visitors	Anonymous or unauthenticated users who interact with your support system—especially through live chat—without having a registered contact profile.

Admin Module

Term	Definition
Access Logs	A type of audit log that records login activity and authentication attempts across the platform.
Activity Logs	A type of audit log that provides information about specific events or operations, like what the change was and who made it.
Admin	Refers to a system-defined role with elevated permissions that allows users to manage and configure various aspects of the helpdesk system.
Agent	A user responsible for handling and resolving support tickets.
Agent Load	Refers to the number of tickets or live chat conversations an agent is allowed to handle at any given time.
Agent Shifts	Refers to scheduled time blocks that define when support agents are available to handle tickets and chats.
Audit Logs	Detailed records that track and display all significant actions and changes made within the system.
Auto Assignment	Automatically assigning tickets to agents or groups/teams based on predefined criteria.
Automation	Business rules or workflows configured to perform repeated ticket-related actions automatically based on predefined conditions. These rules help improve agent productivity by streamlining tasks such as ticket assignment, status updates, and notifications.
Blocked Email Recipients	Email addresses that have been intentionally prevented from receiving outbound emails from your BoldDesk account.
Brand	A distinct product, service, or division under which tickets are managed separately from the customer portal.
Business Hours	Defines the time frames during which your support team is actively available to respond to tickets, chats, and other customer interactions across various time zones. It’s used as a criterion when configuring SLAs.
Canned Responses	Predefined replies or response templates are used to respond to frequently asked questions in support tickets.
Custom Fields	User-defined fields for collecting additional, custom ticket information.
Custom Group Fields	Customizable data fields used within the Contact Group Module.
Customer Satisfaction (CSAT)	The customer satisfaction survey used to get feedback from the customer regarding the service provided. This survey helps determine the customer’s point of view and helps retain customers by offering appropriate service.
Domain	The web address or URL used to access your support portal. By default, BoldDesk provides a default domain: yourcompany.bolddesk.com which you can change to suit your needs
Email Failure Logs	Audit logs that record information about bounced or complaint emails.
Escalation	The escalation sends the notification to the corresponding agents or group when the due date for the ticket is over.
Field Dependency	A feature that allows you to create a parent-child relationship between two dropdown fields—commonly used to build cascading dropdowns.
First Response	Target time for the first agent response to a customer.
Groups or Teams	Groups in an organization help associate related agents under a specific category. They are used in auto assignments, other automations, ticket permissions, and sharing filters.
Holiday List	Used to define holidays for your support team, which can be linked with business hours and are excluded from SLA time calculations.
Integration Failure Logs	Audit logs that record unsuccessful attempts to connect or interact with third-party applications integrated into your help desk system.
Macros	Sets of predefined action templates performed on tickets to save time on repetitive tasks with a single click.
Marketplace App	The Marketplace App is a platform where you can find and install third-party integrations and applications designed to enhance functionality and provide effective customer support.
Next Response	Target time for subsequent agent updates to the customer after the first response.
Omnichannel Failure Logs	Audit logs that record failed interactions or message deliveries across multiple communication channels integrated into the platform.
Reminder	The reminder notifies the assigned agent or groups about their tickets before they reach the due date.
Resolution	Target time for the ticket to be resolved or closed.
Saved Items	Refers to a feature that allows users—especially agents—to bookmark or save important tickets, messages, contacts, or contact groups for quick and easy access later.
SLA (Service Level Agreement)	A consent between the support team and customers that defines the expected response and resolution times for tickets.
System Fields	Default fields provided by BoldDesk for ticket data collection.
Triggers	These are events that initiate a workflow. They instruct the system when to start executing a predefined set of actions based on specific conditions.
User Fields	Customizable data fields associated with contacts and agents.
Visitor Fields	A subset of user fields specifically designed to capture and manage information about visitors who interact with your support system. You cannot add/customize a visitor field.
Web Forms	Customizable forms that you can embed on external websites to allow users to submit support requests directly into your help desk system.
Webhook Failure Logs	Specialized audit logs that record unsuccessful webhook delivery attempts.
Webhooks	A user-defined HTTP callback that allows real-time data to be sent from BoldDesk to another application or service whenever a specific event occurs.
Workflow Failure Logs	A type of audit log that records instances where a workflow fails to execute properly.

Reports Module

Term	Definition
Dashboard	A customizable visual interface within the Reports or Analytics module that consolidates and displays key performance metrics in one place.
Insights	Various analytics designed to help support teams understand performance, customer behavior, and content effectiveness.
Reports	Structured summaries of data used to analyze support operations, track performance, and make data-driven decisions.

Approval Module

Term	Definition
Approval	Refers to a formal request for authorization before certain actions or changes are implemented within a ticket or workflow.
Approval Requests	This is the formal process used to seek authorization for specific actions or changes within a ticket.
Approver	Approver refers to a designated individual responsible for reviewing and authorizing specific actions or changes—typically within the ticket approval workflow

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