---
title: "Glossary of helpdesk terms"
description: "Each CloudFly Helpdesk concept paired with the exact English label the console prints for it, so this documentation and the screen name one thing one way."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/khai-niem/thuat-ngu"
---

This documentation and the console do not always spell a thing the same way.
The middle column of every table below is the label **as the English console
prints it**, so when a guide names something you cannot find on screen, look it
up here first.

The Vietnamese console prints different labels; those are listed on
[the Vietnamese edition of this page](/khai-niem/thuat-ngu).

## Inboxes and conversations [#inboxes-and-conversations]

| Term used in the docs | Console label                       | Meaning                                                                                         |
| --------------------- | ----------------------------------- | ----------------------------------------------------------------------------------------------- |
| Inbox                 | **Channels**                        | The queue one source pours into, and the boundary permissions are drawn around.                 |
| Channel               | **Channels**                        | The technical route into an inbox: the widget, a Facebook Page, a Zalo OA, Telegram, a mailbox. |
| Widget                | **Website Widget**                  | The chat panel embedded on your own site.                                                       |
| Conversation          | **Conversations**                   | A message stream between one customer and your team, owned by a single inbox.                   |
| Conversation state    | **Open**, **Snoozed**, **Resolved** | The only three values a conversation can hold.                                                  |
| Private note          | **Internal discussion**             | Staff-only message; the server refuses a public message that quotes one.                        |
| Thread                | **Threads**                         | A side discussion branched off a message, with its own read state.                              |
| Archive               | **Archived**                        | Clears a conversation from your own queue and leaves everyone else's alone.                     |
| Mention               | **Mentions**                        | Naming a colleague with `@`; raises a notification and has its own feed.                        |
| Canned response       | **Canned responses**                | Per-agent saved text, inserted into the composer.                                               |

## Tickets and SLA [#tickets-and-sla]

| Term used in the docs     | Console label                             | Meaning                                                                       |
| ------------------------- | ----------------------------------------- | ----------------------------------------------------------------------------- |
| Ticket                    | **Tickets**, **Ticket**                   | A unit of work with its own reference, its own column and a deadline.         |
| Ticket reference          | `HD-0001`                                 | A global reference issued atomically, so no two tickets collide.              |
| Stage                     | **Kanban**, **Kanban boards**             | A step in one team's workflow; drag to move a card, and the move is recorded. |
| Priority                  | **Low**, **Medium**, **High**, **Urgent** | The four levels a ticket can carry.                                           |
| Internal note on a ticket | **Internal**                              | A badge on a reply line that the customer cannot read.                        |
| Customer-facing reply     | **Public Reply**                          | The reply the customer receives by email or through the portal.               |
| SLA                       | **SLA Policies**                          | A promised response and resolution time, attached by tag, customer or team.   |
| Working calendar          | **Working Calendars**                     | The hours, holidays and shifts the SLA clock obeys.                           |

## People, contacts and access [#people-contacts-and-access]

| Term used in the docs | Console label                            | Meaning                                                                              |
| --------------------- | ---------------------------------------- | ------------------------------------------------------------------------------------ |
| Contact               | **Contacts**                             | The profile of somebody outside the workspace: name, email, phone, attributes.       |
| Linked profile        | **Linked records**                       | A staff claim that two records are one person; reversible, and the author is logged. |
| Assignee              | **Assignee**                             | The person answerable for one conversation or one ticket.                            |
| Team                  | **Teams**, **Team**                      | A group of staff used for assignment and for building a Kanban board.                |
| Department            | **Departments**                          | An organizational unit above teams, with its own ticket and notification settings.   |
| Tag                   | **Tags**                                 | A keyword on a conversation, ticket or contact, used to filter and to target SLA.    |
| Workspace role        | **Role**                                 | Either **administrator** or **agent**.                                               |
| Per-feature role      | **Conversations role**, **Tickets role** | Each takes **Admin (can write)** or **Member (read-only)**.                |

Those last two rows are separate axes, described in
[Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).

## Read next [#read-next]

* [Conversations versus tickets](/en/khai-niem/hoi-thoai-vs-ticket)
* [Shared inboxes and channels](/en/khai-niem/inbox-va-kenh)