Support Portal Glossary
A guide to common support terms used in the Ascertra support experience.
Welcome to the Ascertra support glossary.
This page explains common support terms so you can better understand your support requests, ticket updates, and self-service resources.
Customer Portal
The Customer Portal is the online support area where you can view your support requests, check updates, and submit new requests.
Knowledge Base
The Knowledge Base is the help centre where you can find articles, guides, and answers to common questions.
File a Support Ticket
This is the action used to submit a new support request to the support team.
Support Request
A support request is a question, issue, or service need sent to the support team.
Support Ticket
A support ticket is a tracked support request inside the support system.
Status
Status shows the current stage of your support request, such as new, in progress, waiting, resolved, or closed.
Priority
Priority shows how urgent or important a support request is.
Product
Product identifies which Ascertra product your support request is related to.
Ticket Owner
The Ticket Owner is the member of the support team currently responsible for handling your support request.
Requested By
Requested By shows the person who submitted the support request.
Last Activity
Last Activity shows the date of the most recent update on your support request.
Resolution
Resolution is the final outcome used to explain how the support request was resolved.
Resolution Notes
Resolution Notes provide a short written explanation of what was done to resolve the support request.
Resources
Resources are helpful support materials such as articles, updates, and other public guidance.
Self-Service
Self-service means finding answers or guidance without needing to contact the support team directly.
Help Centre
Help Centre is another common term for a support area where customers can find articles, guides, and support information.
Article
An article is a single help page in the Knowledge Base that explains a topic, process, or common question.
Category
A category is a section in the Knowledge Base used to group related articles together.
Search
Search helps you find articles, tickets, or support information by entering keywords or phrases.
Customer-Facing
Customer-facing content is information intended for customers to view and use directly.
Support Team
The support team is the group responsible for reviewing, managing, and responding to support requests.
Escalation
An escalation happens when a support request needs additional attention, specialist review, or a higher level of support.
Update
An update is any change, reply, progress note, or status movement recorded on a support request.
Submit a Support Request
This is the form or action used to send a new issue, question, or service need to the support team.
Open
Open means the support request is active and still being worked on.
In Progress
In Progress means the support team is actively investigating or working on the request.
Waiting on Customer
Waiting on Customer means the support team needs more information, confirmation, or action from the customer before continuing.
Waiting on Internal Team
Waiting on Internal Team means the request is waiting on review, input, or action from another internal team.
Resolved
Resolved means a solution has been provided or the issue has been addressed, but the ticket may not yet be fully closed.
Closed
Closed means the support request has been completed and is no longer active.
Support Guide
A support guide is a step-by-step article or document that explains how to complete a task or solve a problem.
Customer Experience Survey
A customer experience survey is a feedback request used to understand how the support experience went.
Feedback
Feedback is information shared by customers about their experience, issue, or satisfaction.
Support Journey
The support journey is the overall experience from submitting a request through to receiving help and resolution.
Owner
Owner refers to the person or team currently responsible for progressing the support request.
Activity
Activity refers to updates, replies, notes, or other actions recorded against a support request.
If you cannot find what you need in the portal or Knowledge Base, you can submit a new support request and a member of the support team will help you.
If you want, I can also give you a cleaner final KB-formatted version with:
- shorter definitions
- improved consistency
- a more polished customer tone for publishing.
Here’s the final customer-safe version for publishing.
SubtitleA guide to common support terms used in the Ascertra support experience.
ContentWelcome to the Ascertra support glossary.
This page explains common support terms so you can better understand your support requests, ticket updates, and self-service resources.
Customer Portal
The Customer Portal is the online support area where you can view your support requests, check updates, and submit new requests.
Knowledge Base
The Knowledge Base is the help centre where you can find articles, guides, and answers to common questions.
File a Support Ticket
This is the action used to submit a new support request to the support team.
Support Request
A support request is a question, issue, or service need sent to the support team.
Support Ticket
A support ticket is a tracked support request inside the support system.
Status
Status shows the current stage of your support request, such as new, in progress, waiting, resolved, or closed.
Priority
Priority shows how urgent or important a support request is.
Product
Product identifies which Ascertra product your support request is related to.
Ticket Owner
The Ticket Owner is the member of the support team currently responsible for handling your support request.
Requested By
Requested By shows the person who submitted the support request.
Last Activity
Last Activity shows the date of the most recent update on your support request.
Resolution
Resolution is the final outcome used to explain how the support request was resolved.
Resolution Notes
Resolution Notes provide a short written explanation of what was done to resolve the support request.
Resources
Resources are helpful support materials such as articles, updates, and other public guidance.
Self-Service
Self-service means finding answers or guidance without needing to contact the support team directly.
Help Centre
Help Centre is another common term for a support area where customers can find articles, guides, and support information.
Article
An article is a single help page in the Knowledge Base that explains a topic, process, or common question.
Category
A category is a section in the Knowledge Base used to group related articles together.
Search
Search helps you find articles, tickets, or support information by entering keywords or phrases.
Support Team
The support team is the group responsible for reviewing, managing, and responding to support requests.
Escalation
An escalation happens when a support request needs additional attention, specialist review, or a higher level of support.
Update
An update is any change, reply, progress note, or status movement recorded on a support request.
Open
Open means the support request is active and still being worked on.
In Progress
In Progress means the support team is actively investigating or working on the request.
Waiting on Customer
Waiting on Customer means the support team needs more information, confirmation, or action from you before continuing.
Waiting on Internal Team
Waiting on Internal Team means the request is waiting on review, input, or action from another internal team.
Resolved
Resolved means a solution has been provided or the issue has been addressed, but the request may not yet be fully closed.
Closed
Closed means the support request has been completed and is no longer active.
Feedback
Feedback is information shared by customers about their experience, issue, or level of satisfaction.
Need More Help?
If you cannot find what you need in the Customer Portal or Knowledge Base, you can submit a new support request and a member of the support team will help you.