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Glossary of Insightly Service Terms
Definitions for the terms used throughout Insightly Service.
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Core terms
Agent – an end user of Insightly Service who manages and resolves customer requests through tickets.
Ticket – the object agents use to communicate with customers and resolve requests. Tickets can arrive through a portal, by email, through Web to Ticket, or be created manually.
Queue – where submitted tickets land so teams can prioritize, distribute, and assign ownership. A ticket leaves the queue once assigned to an agent.
Macro – a saved response template applied to a ticket for consistent answers to common questions, editable before sending.
Schedule – the hours during which customers can expect to reach your support team, including business hours, time zones, and holidays.
Portal – a centralized customer-facing hub for information about your products and services.
Ticket statuses
| Status | Meaning |
|---|---|
| New | Not yet opened or assigned to an agent. |
| Open | Reviewed and assigned to an agent. |
| Pending | The agent has asked the customer a follow-up question and is waiting on a response. |
| On-hold | Waiting on a resolution from a third party, typically someone outside your support staff without an agent account. |
| Solved | The agent has resolved the issue. Solved tickets move to Closed automatically after a number of days set by an administrator. |
| Closed | Complete and cannot be reopened, though the requester can create a follow-up request. Closing is handled automatically by business rules. |
SLA terms
Service Level Agreement (SLA) – the performance standard for a support team, defining targets or deadlines for response and resolution times.
SLA Reminder Action – an email triggered within an SLA policy to warn a ticket owner or another user before a target is missed.
SLA Escalation Action – an email triggered once a target has been missed, with configurable recipients and timing.
First Response Time – how quickly agents respond to a customer’s initial inquiry.
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