The words, defined

Ticketing software has a vocabulary, and most of it is assumed rather than explained. These are the terms that decide whether two people are discussing the same thing — defined for the category first, then for Ticku.

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Ticketing system

Also called Help desk software, Service desk software

Software that captures requests from a single place and turns each one into a tracked item with a status, an owner, a deadline and a history. The point is not the record — it is that nothing can be received without also being counted.

In Ticku: Ticku is a ticketing system that also does project management, which is why a support queue and a client engagement can live in the same workspace without pretending to be the same kind of work.

Ticket

One request, tracked from the moment it arrives until it is resolved. It carries a status, an assignee, a priority, a discussion thread and a full history of what changed and who changed it.

In Ticku: Tickets sit under a Subject and can be broken into sub-tasks. On a Support project they get an SLA deadline from their priority; on a Consulting project they can carry logged time instead.

Subject

A folder inside a project that groups related work, so a queue of hundreds of items stays navigable without being split into separate projects.

In Ticku: The top level of the hierarchy on Support, Consulting and Dev projects: Subject → ticket → sub-task. Epic projects have no Subjects and no sub-tasks — an epic is the unit.

Sub-task

A unit of work that belongs to a ticket and cannot exist without it. Used when one request needs several distinct pieces of work that different people may own.

In Ticku: Sub-tasks carry their own assignee and status, and can be created in bulk from an Excel-style paste grid.

Email-to-ticket

Also called Email ticketing, Mail-to-ticket

Converting an incoming email into a tracked ticket automatically, so a request sent to a support address is counted and owned rather than sitting in an inbox until somebody notices it. Replies on the thread attach to the same ticket instead of opening new ones.

In Ticku: The subject becomes the title, the body becomes the description, attachments stay on the ticket, and addresses CC’d on the original mail become followers. The customer never needs a Ticku account — they reply by email and see email.

Shared mailbox

Also called Shared inbox

One email address several people can read, such as support@ or helpdesk@. It works until volume grows: because everyone can see it, nobody owns it, two people answer the same message, and late is invisible until the customer chases.

In Ticku: A shared mailbox is connected once and becomes a queue. Routing rules can send mail from one address to different projects, so a single support address can serve several teams without anyone forwarding anything.

Threading

Recognising that a new message belongs to a conversation already in progress, and attaching it to the existing record rather than creating a duplicate.

In Ticku: Every reply on an email thread lands on the ticket the thread opened, whichever way the mail arrived — push or polled, Microsoft 365 or IMAP.

SLA

Also called Service level agreement

A committed response or resolution time. It turns "we will get to it" into a deadline that can be measured, reported on, and missed visibly rather than quietly.

In Ticku: Support tickets take their target from their priority: four hours on Critical, eight on High, twenty-four on Medium, seventy-two on Low. The ticket shows a countdown.

See also sla breach, priority, escalation

SLA breach

A ticket passing its committed deadline without being resolved. A breach that nobody is told about is the same as having no SLA at all, so notification is the part that matters.

In Ticku: A breach notifies the assignees and the project stakeholders, and appears in SLA compliance reporting.

Escalation

Deliberately raising a request’s visibility or ownership because the normal path is not going to resolve it in time.

In Ticku: Any ticket can be escalated with a reason attached, so the record says why and not just that it happened.

Priority

How urgent a request is relative to everything else in the queue. Its real job is deciding what happens next when two things cannot both happen next.

In Ticku: Support projects use Low, Medium, High and Critical, and the priority sets the SLA target. Consulting, Dev and Epic projects use P1, P2 and P3, with no SLA.

Assignee

The one person answerable for a ticket. One assignee, not several — shared ownership is the failure a ticketing system exists to fix.

In Ticku: Tickets can be assigned to an individual or to a group, and sub-tasks carry their own assignee.

Agent

Also called Technician, Support rep

The person who works a ticket — reads the request, replies to the customer, and drives it to resolution. In most help desk software the agent count is also what determines the bill.

In Ticku: Ticku has no separate "agent" role or agent license. Everyone in the organization is a user at the same $5 per month, and what somebody can do on a project comes from their role there — lead, member or viewer — rather than from the kind of seat they hold.

Follower

Someone subscribed to one item so they keep seeing it, without being given access to everything around it.

In Ticku: The only way to grant access to a single ticket or sub-task rather than a whole project. Addresses CC’d on an inbound email become followers automatically.

Project type

A template that decides how a project behaves — its hierarchy, its workflow, its priority set and which features are switched on — chosen once when the project is created.

In Ticku: Four: Support (help desks and service desks, with SLAs), Consulting (client engagements, with time tracking), Dev (development work and issue tracking) and Epic (high-level initiatives).

Epic

A large piece of work that spans many smaller items, tracked as a single thing so progress is visible above the level of individual tasks.

In Ticku: Its own project type, with no Subjects and no sub-tasks. Tickets in other projects can be linked to an epic.

Gantt chart

Also called Timeline view

A view that lays work out along a calendar, so overlap, sequence and slippage are visible in a way a list cannot show.

In Ticku: One of four views on any project — list, grid, drag-and-drop board and a read-only Gantt timeline — switched without losing your filters.

Role-based access control

Also called RBAC

Granting permissions to roles rather than to people, so what someone can do follows from the job they hold rather than from a list maintained by hand.

In Ticku: Roles are assembled from a permission catalog and seeded per project type, and a tenant admin can rename or re-scope them without a deployment. Access runs on three independent tiers: platform admin, tenant admin, and a per-project role.

Tenant

Also called Multi-tenant, Tenant isolation

One customer organization’s data on a shared platform. Isolation is the guarantee that one tenant’s data can never be reached from another, and it is worth more when it is enforced structurally than when every query is trusted to remember to filter.

In Ticku: Every organization is a tenant. Users, projects, tickets, attachments and mailboxes each belong to exactly one, and cross-tenant access is impossible from application code rather than merely discouraged.

Single sign-on

Also called SSO

Signing in once with an identity your organization already manages, instead of holding a separate password for each tool. It removes a password to leak and gives IT one place to revoke access.

In Ticku: Inside Microsoft Teams, sign-in is silent — no password and no login page. On the web you sign in with Microsoft, or with an email address and a one-time code.

Microsoft Entra ID

Also called Azure AD

Microsoft’s identity service, and the directory that decides who exists in an organization and what they may reach. Renamed from Azure Active Directory.

In Ticku: The directory Ticku signs people in against, and the one that grants consent for mailbox access.

Microsoft Graph

The API through which applications reach Microsoft 365 data — mail, calendars, files and directory information.

In Ticku: The only push connection on offer: Graph calls Ticku the moment mail arrives, rather than Ticku asking every few minutes whether anything showed up. One tenant-wide admin consent covers every mailbox in the directory.

Connection mode

How a ticketing system reaches a mailbox — whether the mail server pushes new messages to it, or it polls for them — and what credential that requires.

In Ticku: Three, set per mailbox: Microsoft Graph app-only (push, no secret stored), delegated Microsoft sign-in (polled, refresh token encrypted at rest), and IMAP/SMTP (polled, password encrypted at rest) for Gmail, Zoho and on-premises hosts.

Routing

Deciding which queue an incoming request belongs to, from what can be read off the request itself rather than from someone reading it and forwarding it on.

In Ticku: A rule matches the address the mail was sent to, then the sender’s domain, then the inbox default — so one support address can feed a separate queue per customer or per team.

Webhook

An HTTP request one system sends another when something happens, so the receiving system learns about an event immediately instead of asking repeatedly whether it has occurred.

In Ticku: Anything that can send an HTTP POST can open a ticket — a monitoring system, a form, Zapier, Make, or your own scripts. No mailbox and no Microsoft 365 required.

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