Helpdesk terms as Xupport uses them

A helpdesk is the queue where customer conversations become tickets: chat, email, forms, optional Slack. Xupport is a helpdesk priced per workspace.

A shared inbox is a team queue. On Xupport every message in that queue is a numbered ticket, including live chat.

First reply time is how long until the first public agent reply. Xupport reports the median in a window up to 90 days.

SLA is the response target you set with business hours. Xupport shows due versus breached on the ticket and as a daily heat map.

CSAT on Xupport is a 1–5 score after you resolve a widget conversation. It appears on the metrics page.

Ticket merge combines duplicate conversations. Merged tickets are left out of Xupport metrics.

A knowledge base is published help articles. On Xupport they are Markdown, with optional custom hostname, and they are what the AI may cite.

Canned replies are saved answers. On Xupport you insert a help article from the ticket or use Copilot for a draft — nothing sends until you send it.

Omnichannel here means chat, email, form, and Slack (Growth and Scale) as one numbered ticket. WhatsApp and Instagram are not in Xupport.

Deflection means the help center or assistant answered so a person did not have to. Xupport only cites published articles; otherwise it hands off.