Tickets - Any request that comes into HappyFox is converted into a ticket and stored for further action.
Contact - The party that is the creator of the request or ticket
Agent - The party that responds to tickets created by contacts
Status - The nature of a ticket in it's lifetime
Priority - The importance level associated to any ticket
Due Date - A date that can be set on a ticket by when the ticket should be "acted on". Acted on could take various meanings, according to the use case in your company. For instance, replying to a ticket or assigning it to another Agent, or moving the ticket to a completed state etc.
Tags - Easy references for tickets. Very useful for searching tickets.
Category - Classification of incoming tickets into further groups, based on their nature. Categories also help in associating Agent to selected groups, so that they only see tickets they need to. Also used in other associations like Smart Rules, Canned Actions and Ticket fields
Email Integration - Associating a mailbox with a category to have all incoming emails converted into tickets.
Ticket ID - A unique identification for all tickets with a prefix of your choice
Reply - An update added to the ticket to be sent to the end user from the software, by your help desk Agents.
Private Note - An update added to the ticket, visible only to the other help desk Agent who can access the ticket
Assignee - The help desk Agent to whom the ticket has been assigned
Move - Changing the category of a ticket (s) from one category to another
Split - Splitting a contact response of a ticket to a new ticket to separate the nature of issues or the team handling it
Clone - Copying over the ticket data as is, to the new ticket form to create a new ticket with the same data
Updated time - The latest update on a ticket by the end user
Notifications - Email alerts sent to Agent and contacts on various actions on the system.
Notification templates - Preset text to be used in notifications
Custom fields - Additional information that can be collected about the ticket. Additonal information about the end users (contact fields) or about the nature of request (ticket fields)
Smart Rules - Automated user defined actions on tickets, based on certain user definied conditions
Reports - Numerical, Analytical data on tickets, drafted by user definied conditions
Subdomain - The URL of an instance of HappyFox, along with the subdomain chosen by the user. Example: tenmiles.happyfox.com or support.happyfox.com
Instance - Your HappyFox account
Administrator - The account administrator, who signs up for a HappyFox account
Roles - Collection of access rights to various managerial or ticket based permissions, referred to by a single name. Like Admin, Agent (default)
Knowledge Base - The FAQ or question/answer store house of your help desk
Agent / Administrator Panel - The page through which your Agent or account admin sign in to the software
End user Panel - The page through which your end users or contacts sign in to the software
Activity Log - All updates on a ticket, maintained chronolgically and displayed right below the update
Tickets View - The landing page when Agent/contacts sign in
Ticket Detail - The individual ticket page, accessed by clicking on the Subject of a ticket, containing all information and updates on the ticket