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Terminology

A comprehensive glossary of terms used in DZDESK.

A​

Activity Log​

A chronological record of all actions performed on a ticket, including status changes, assignments, comments, and system events.

Agent​

A user role with permissions to handle, create, and update tickets within their assigned groups.

Admin​

A user role with full system access, including user management, configuration, and all administrative functions.

API Key​

A unique identifier used to authenticate API requests from external systems.

Assignee​

The user currently responsible for resolving a ticket.

Attachment​

A file uploaded and linked to a ticket, such as screenshots, documents, or logs.

Audit Trail​

A complete record of all changes and actions in the system, used for compliance and accountability.

B​

Breach​

When a ticket exceeds its SLA target time for response or resolution.

C​

Category​

A classification applied to tickets for routing and reporting purposes.

Closed​

A ticket status indicating the issue has been resolved and confirmed complete.

E​

Escalation​

The process of elevating a ticket to a higher priority or different team when SLA thresholds are at risk.

Entra ID​

Microsoft Azure's identity and access management service (formerly Azure Active Directory).

G​

Group​

A collection of users organized as a team for ticket assignment and management.

H​

Holiday​

A designated non-working day when SLA timers are paused.

I​

In Progress​

A ticket status indicating active work is being performed on the issue.

Incident​

An unplanned interruption or reduction in quality of an IT service (a type of ticket).

J​

JWT​

JSON Web Token - a secure method for transmitting authentication information between parties.

M​

Multi-Tenant​

An architecture where a single instance of software serves multiple customers (tenants) with isolated data.

MSP​

Managed Service Provider - a company that manages IT infrastructure for other businesses.

O​

On Hold​

A ticket status indicating work is paused, typically awaiting external input. SLA timers are paused.

Open​

A ticket status indicating the request has been received but work has not yet started.

P​

Priority​

The urgency level of a ticket (Low, Medium, High, Critical) which affects SLA targets.

R​

RBAC​

Role-Based Access Control - a security approach that restricts system access based on user roles.

Request​

A formal submission for IT services or support (synonym for Ticket).

Resolution Time​

The total time allowed to resolve a ticket, as defined by the SLA tier.

Resolved​

A ticket status indicating the issue has been fixed, pending confirmation.

Response Time​

The maximum time allowed for the first response to a ticket, as defined by the SLA tier.

S​

Service Request​

A request for information, advice, or a standard service (a type of ticket).

SLA (Service Level Agreement)​

A commitment defining the expected service levels, including response and resolution times.

SLA Tier​

A predefined set of response and resolution time targets (e.g., Tier 1 for critical issues).

Status​

The current state of a ticket in its lifecycle (Open, In Progress, On Hold, Resolved, Closed).

T​

Tenant​

An isolated environment for a single organization within the multi-tenant system.

Ticket​

The fundamental work unit representing a support request, incident, or service request.

U​

User​

An individual with access to DZDESK, assigned a role (Admin, Agent, or Viewer).

V​

Viewer​

A user role with read-only access to tickets, suitable for managers and auditors.

VIP User​

A user flagged for priority handling, whose tickets may receive elevated SLA treatment.

W​

Working Hours​

The defined business hours during which SLA timers are active.

Workflow​

The sequence of statuses and actions a ticket follows from creation to closure.