Ticket
Logged customer request or issue.
Public flashcard set
Customer Support Essentials
Service vocabulary for support teams.
business support
Flashcards
SLA
Promised response/resolution time.
CSAT
Customer satisfaction score.
NPS
Net Promoter Score loyalty metric.
First response time
Time until the first agent reply.
Resolution time
Time until the issue is solved.
Escalation
Moving an issue to a higher tier/team.
Knowledge base
Self-serve help articles.
Macro / canned reply
Reusable response template.
Empathy
Understanding and acknowledging customer feelings.
Root cause
Underlying reason an issue occurred.
Bug report
Documented product defect.
Refund
Returning money for a purchase.
Churn risk
Signals a customer may leave.