Support terms, defined.

When two agents work the same ticket; collision detection prevents double-replies.

An agent restricted to tickets assigned to them, enforced on every surface.

An event→conditions→actions rule that runs without an agent.

Delivery failures and spam reports; good senders suppress them.

The schedule used to pause SLA clocks when the team is off.

You own the DKIM key, so mail is signed as your domain with no provider leak.

A reusable reply template, often with a /shortcut.

A short post-resolution rating of how an interaction felt.

A signature proving an email really came from your domain.

A policy telling receivers what to do when SPF/DKIM fail.

Time to the first human reply — a leading CSAT indicator.

Public self-service articles that deflect tickets.

A protocol for reading mail from a mailbox into tickets.

A one-click set of actions plus a canned reply.

A one-time signed URL that signs a customer in without a password.

One platform serving many isolated, branded workspaces.

Real-time agent availability from an active session.

Granting permissions by role, enforced server-side.

A header naming where replies should go when it differs from From.

How long a ticket stays open until resolved.

The envelope address bounces go to; aligns SPF.

Distributing tickets evenly across available agents.

A stored filter that becomes a one-click queue.

A mailbox multiple agents work, with assignment and statuses.

A commitment to respond or resolve within a set time.

Hiding a ticket until a set time, when it resurfaces.

A DNS record listing which servers may send for your domain.

Questions answered by self-service before becoming a ticket.

An HTTP callback pushing events like inbound email in real time.