9 Cerb5 concepts everyone should know
From Cerberus Helpdesk Wiki
We felt it was important to introduce new users to the most important concepts in Cerb4 right away, so we created a list of bullet points that defines crucial "keywords" and explains how they are intertwined. (Should you need more "beginner" information, many of these ideas are explored further in the Quick Start walkthrough.)
- A ticket is a specific e-mail conversation and all the related data about a question or issue. Each ticket has a unique identifier for future reference by anyone involved.
- The people on the originating end of tickets are called requesters/recipients. A ticket can have multiple requesters (renamed to recipients in 5.0).
- The people on the answering end of tickets are called workers.
- A watcher is a worker who receives copies of messages. For example, a supervisor may be a watcher to monitor the quality of the messages workers are writing back to requesters.
- The helpdesk is a software hub for centrally managing and archiving tickets, and routing messages between workers and requesters. This allows several workers to receive and share e-mail without requesters writing to any of them individually.
- A bucket is a container for storing similar tickets. Common buckets are: Leads, Receipts, Newsletters, Refunds and Spam.
- A group is several workers who share responsibility for the same tickets and buckets. Common groups are: Sales, Support, Development, Billing and Corporate. These examples are departments, but groups can be related by anything.
- A worker in a group is called a member. A member with the authority to modify the group is called a manager. Groups can have any number of managers.
- Each group has an inbox where new tickets are delivered by default. These tickets are then moved into buckets either automatically by the helpdesk or by workers.
