9 Cerb4 concepts everyone should know

From Cerberus Helpdesk Wiki

To introduce new users to the most important ideas in Cerb4, we created a list of "keywords" to explain how the concepts play off each other. Should you need more "beginner" information, many of these ideas are explored further in the Quick Start walkthrough. Note this is the same Basics in 60 Seconds list you should see when you log in for the first time.

• A ticket is a specific e-mail conversation and all the related data about a question or issue. Each ticket has a unique identifier for future reference by anyone involved.
• The people on the originating end of tickets are called requesters. A ticket can have multiple requesters.
• The people on the answering end of tickets are called workers.
• A watcher is a worker who receives copies of messages. For example, a supervisor may be a watcher to monitor the quality of the messages workers are writing back to requesters.
• The helpdesk (Cerb4) is a software hub for centrally managing and archiving tickets, and routing messages between workers and requesters. This allows several workers to receive and share e-mail without requesters writing to any of them individually.
• A bucket is a container for storing similar tickets. Common buckets are: Leads, Receipts, Newsletters, Refunds and Spam.
• A group is several workers who share responsibility for the same tickets and buckets. Common groups are: Sales, Support, Development, Billing and Corporate. These examples are departments, but groups can be related by anything.
• A worker in a group is called a member. A member with the authority to modify the group is called a manager. Groups can have any number of managers.
• Each group has an inbox where new tickets are delivered through mail rules.