Glossary
Support glossary.
Plain definitions of the support terms used on this site.
- GlossaryAutomated resolutionThe unit many AI support agents are priced by, and how to compare per-resolution prices across tools.
- GlossaryCSATA one-question rating after support, and how to collect it without bothering B2B customers.
- GlossaryFirst response timeHow long a customer waits for the first real reply, and the most common support SLA.
- GlossaryService level agreementThe written promise behind your response times, and what makes one you can actually keep.
- GlossarySlack ConnectShared Slack channels between your company and a customer, and why they became a B2B support channel.
- GlossaryTime to resolutionHow long requests take to actually get solved, and why it needs different handling from FRT.
Run Slack Connect support from one queue.
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