A #
Admin
An Admin is a user with elevated privileges. They can manage user access rights, configure time tracking, manage templates and text modules, and maintain system-wide integrations and reporting settings. If you can’t make a change and suspect it’s permission-related, contact your Admin.
Agent
An Agent is a user responsible for handling tickets and inquiries. Agents typically form the core of the support team. Some Agents may also have Admin rights depending on their role.
API
The Application Programming Interface allows you to interact with the platform from external systems. ResolvePro supports a REST API, enabling integrations with tools like CRM systems, social platforms, and monitoring tools.
Article
Each message within a ticket is called an Article. These can be public (visible to customers) or internal (visible only to staff).
Auto Response
Automatically generated replies that acknowledge receipt of a new ticket. These can include ticket numbers or helpful information and are fully configurable.
Automation
ResolvePro supports rule-based automations that trigger actions such as assigning tickets, sending messages, or archiving. For example, stale tickets can be closed automatically.
Autosave
Work is automatically saved as you type. If your browser crashes or you lose connection, your drafts remain intact.
Avatar
A user’s avatar appears in various parts of the interface, such as ticket views and the user bar. It defaults to user initials but can be customized with an image via the user profile.
B #
Branding
Customize your platform’s visual identity by adjusting signatures, adding logos, and aligning interface elements with your company’s brand.
C #
Changelog
Each platform release includes a changelog documenting enhancements, fixes, and new features.
Channel
A communication pathway through which customers can reach support, such as email, phone, or chat. Additional channels can be configured.
Checkmk
An external monitoring tool that can generate tickets based on system alerts. Integration available via email or REST API.
Clearbit
A contact enrichment tool that auto-fills details about incoming requesters based on company data.
Conflict Warning
If multiple agents edit the same ticket, ResolvePro notifies users in real time to avoid conflicting actions.
Core Workflows
Configure dynamic ticket fields and workflows based on teams or use cases. Fields can be shown, hidden, or made conditional.
CTI
Computer Telephony Integration. Connects phone systems to ResolvePro to show call logs, caller IDs, and live agent call status.
Custom Development (CD)
When a specific feature is required urgently or uniquely, it may be developed on request at a predefined cost.
Custom Object Attributes
Admins can define custom fields at ticket, user, organization, or group level for tailored data collection.
Customer
The external party submitting or receiving communications via the ticket system. Each customer has a profile page listing all their tickets.
D #
Dashboard
Each user has a personalized dashboard summarizing metrics like open tickets, response time, and recent activity.
Documentation
Official documentation is available for users, admins, and technical maintainers of ResolvePro. This glossary is part of the user documentation.
E #
Elasticsearch
Search engine integration for fast indexing and searching of large datasets, including ticket content and attachments.
Escalation
When a ticket breaches SLA conditions or remains unresolved beyond a set time, it escalates and is flagged.
Exchange Integration
Sync contacts from Microsoft Exchange into ResolvePro to ensure up-to-date information.
External Authentication
Allow users to log in using third-party services like Google or Microsoft accounts.
F #
Feature
An individual capability or function within the platform, such as integrations or workflow tools.
Feature Request
Users can propose new functionality to be considered for future releases.
Feature Sponsoring
Organizations may accelerate the development of a specific feature by funding its implementation.
G #
GitHub
Version control and collaboration platform for developers. Integration allows ticket context based on GitHub issues.
GitLab
Similar to GitHub. Integration allows cross-referencing tickets and commits.
Grafana
Reporting tool that can be integrated via Elasticsearch to provide dashboards and analytics.
Groups
Departments or queues that own and process tickets. Permissions are assigned at the group level.
H–I–J–K #
Icinga
System monitoring tool. Integration creates tickets based on alerts.
Issue-tracking system
ResolvePro supports issue tracking with focus on customer communication rather than development.
i-doit
CMDB tool for infrastructure tracking. Integration links configuration items to tickets.
Kibana
Analytics tool based on Elasticsearch. Visualize data and build custom dashboards.
Knowledge Base
Internal or public repository of help articles. Permissions control who can view or edit entries.
L #
LDAP
User directory integration for authentication and role mapping.
M #
Macro
A one-click action that applies predefined changes to tickets, like setting status, tags, or sending messages.
Mentions
Notify teammates by typing @@name in a ticket. They are then subscribed to the ticket updates.
Merging Tickets
Combine duplicate or related tickets into one to consolidate communication.
Migration Wizard
A tool to help import data when switching from another ticketing system.
Monit
Monitoring tool that can create tickets based on incoming alerts.
N #
Nagios
Infrastructure monitoring tool. Integration can raise tickets upon system issues.
Notifications
Real-time alerts about ticket activity. Customize your notification preferences in profile settings.
O #
Organization
Customer grouping that allows shared access to tickets within the same organization.
Overview
Filtered lists of tickets shown based on conditions (e.g. ‘Open Tickets’, ‘My Tickets’).
Owner
The person responsible for a ticket. Ownership can be reassigned when necessary.
P #
Parent/Child Relationship
Used when splitting tickets into subtasks. Parent holds the main topic; children track dependencies.
Placetel
VoIP phone system. Integration syncs call data into the platform.
Priority
Ticket priority levels range from low to high. These guide urgency and SLA expectations.
R #
Release
Versioned update of the platform, introducing new features or fixes.
Reporting
Built-in or external analytics options to measure performance.
Role
Defines what a user can see and do. Common roles: Admin, Agent, Customer.
S #
Scheduler
Time-based automation to apply conditions and actions to tickets at set intervals.
Sidebar
Left-side navigation pane providing quick access to features like Overviews, Knowledge Base, Chat, etc.
Signature
The closing block in outgoing messages. Typically includes agent name and contact details.
Sipgate
VoIP telephony service. Integration displays caller information and call logs.
SLA (Service Level Agreement)
Defines response and resolution deadlines. Breaches lead to escalation.
Splitting Tickets
Separate one ticket into multiple if it covers distinct issues.
SSO (Single Sign-On)
Login once across multiple systems. Supported providers include SAML and others.
State
Ticket status (e.g. New, Open, Pending, Closed), each represented with a color.
S/MIME
Email encryption and signing standard. When enabled, messages are secure and verifiable.
T #
Tags
Keywords added to tickets to aid in categorization and reporting.
Text Module
Predefined text snippets used in responses, inserted via shortcut.
Ticket Template
Reusable ticket layouts or message bodies for consistent communication.
Title
A brief summary of the ticket’s content. Editable by agents.
Ticket Hook
Unique identifier prefix for tickets, such as “Ticket#12345”.
Trigger
Condition-based automation to execute actions when certain criteria are met.
U #
User
Any person with access to the platform. Users may have different roles and permissions.
W #
Webhooks
Send real-time ticket updates to external applications.