Across
- 3. A measure of how difficult or involved an issue is.
- 6. Work done but not charged to the customer.
- 7. A formal ask for something new or additional.
- 9. An unplanned interruption to a service.
- 12. Ticket state when progress is paused awaiting action.
- 13. Updates visible to end-users.
- 15. To move a ticket to a higher support level or urgency.
- 16. To speed up handling due to critical need.
- 17. A level of urgency requiring immediate attention.
Down
- 1. The extent of disruption an issue causes to users or services.
- 2. Internal updates added to a ticket, visible only to support staff.
- 4. Predefined templates that guide agents in handling customer interactions.
- 5. The defined time window in which support is provided.
- 8. Broad classification used to group incidents or requests.
- 10. The customer or end-user receiving the service.
- 11. A formal agreement outlining service terms and obligations.
- 14. People added to a ticket to receive updates.