- API
- An application programming interface (API) allows you to interact with Grispi programmatically instead of using the user interface.
- Archiving
- It is the act of moving data to a less used storage space. Grispi automatically archives requests that are closed after 120 days.
- Suspended Request
- Depending on different circumstances (such as an email being marked as spam), some emails coming to the Grispi platform may be suspended. Suspended email messages are added to the queue of suspended requests where they can be recovered or deleted.
- Appointed
- The agent or end user assigned to a request.
- Don’t mention (@)
- Mentioning allows agents to mention a different agent within a claim comment. The mention feature is available by default in the Grispi account.
- Chat
- Grispi Chat allows your customers to chat live with your agents. Also, existing tickets and tickets from live chat can be added to your workflow.
- Chat Agent
- Chat representatives are the representatives assigned to the chat group. These users can only afford chat.
- Chat Web Widget
- With Chat web widget, you can start a conversation by adding the widget to any website you want.
- Call
- Grispi Platform offers call center support with Cloud switchboard integrations. Agents make their status ready to receive calls and their conversations with customers are recorded in the system.
- Call Representative
- The call agent can make and receive calls.
- Call Manager
- Team members with this role can manage all call settings.
- Support Addresses
- Any email address you wish to use to receive support requests can be added as a support address on your Grispi platform. Support addresses can be variations of your Grispi address or external email addresses.
- Support Request
- Used to identify when end users create tickets through any of the other channels such as help center, email, call center and live support.
- Status
- The Grispi platform has a status assignment for each request. There are five status values in total: New, Open, Pending, Suspended, Resolved and Closed. It is used to create request status, views and reports. It can also be used as a condition in automations, macros and triggers.
- Plugin
- Additional features that allow you to customize your Grispi plans to fit your specific support requirements.
- Integration
- External applications created and designed to work with Grispi in different applications.
- E-Mail Forwarding
- Many users prefer to use their own email address rather than a Grispi address. You can set email forwarding to accept email from your own address (for example, [email protected]) and then forward it to your Grispi address ([email protected]).
- Email Notifications
- Email notifications can be generated via a trigger or automation when a request is updated. Common notifications include a new comment added to the claim or a change in the status of the claim. You can customize your email templates to fit your brand and change the wording.
- Label
- You can use tags to categorize requests. Tags can be added to tickets manually by agents or through triggers, automations and macros.
- Opportunity
- In the Grispi sales management platform, opportunities are referred to as generated leads.
- Filter
- Filters are divided into default and customized. Default filters are created automatically when you first create your Grispi account. You can create customized filters as you wish. For example, you can define a claim field as “My open claims” or “My recently resolved claims”. See here: How do I create a filter?
- From the sender
- The sender is the person who creates the request. For example, if an agent opens a claim on behalf of a customer, the agent becomes the sender and the customer becomes the requester.
- Instrument Panel
- An area that displays summary information and statistics for users. For example, when an agent logs in, the agent dashboard is displayed at the top of the home page. It is the screen that also includes statistics such as the number of open requests assigned to both the agent and agent groups.
- Grispi Account
- Grispi account is the account with the firmaadi.grispi.com domain that you have opened.
- Apps Written by Grispi
- You can view applications written by Grispi as Grispi created them within the Grispi marketplace.
- Grispi Application Marketplace
- The app marketplace is a platform where many software developers or agencies can integrate their own apps.
- Group
- Groups are used to create collections of delegates. Representatives can be in more than one group. End users cannot be added to groups, only to organizations.
- Account Holder
- The account holder is a kind of manager. The account owner has access to support areas that other administrators do not, such as billing, payment options and comparison for the account.
- Quick Replies /Templates
- Quick replies are automated messages that you add when you send an email to the end user.
- Service Level Agreement (SLA)
- You can define Service Level Agreement (SLA) policies so that the service level performance of your team and agents can be better monitored and meet your goals. Service Level Agreement (SLA) policies are a measurement tool for the average response and resolution times your support team provides to your customers. Providing principles-based support enables you to provide a measured and predictable service and to get faster resolution when issues arise.
- First Response Time
- Measuring the number of minutes between the time a request was created and the timestamp of the first comment on that request.
- Business Rules
- Business rules allow you to customize and manage the demand workflow. Automations, quick templates, triggers and views make up business rules.
- Business Rules Analysis
- Business rules analysis ensures that reports are generated according to established rules.
- Authorized List
- Used to allow receiving emails from specific email domains and addresses.
- Channels
- Areas where your customers can interact and submit support requests. Customer requests received through different channels such as e-mail, live support, call center are recorded as requests on the Grispi platform.
- Classic Web Widget
- It is a widget that you can add forms on your website.
- Speech
- With virtual switchboard integration, you can manage your call center from within Grispi. You can initiate and receive a call.
- Speech History
- With the conversation history you can view how many times you have called a user before and how long you have talked.
- User Tagging
- Tags can be attached to users and organizations. These tags can then be used in business rules to manage the flow of requests and restrict access to forms.
- User Type
- There are four user types. Account holder, administrator, delegate, end user. See also What are the authorization groups for users?
- Suspend User
- You can prevent users who have stopped working in your organization or who will no longer use Grispi from entering the system with the suspend feature.
- Brand
- Your customers are your corporate identity represented. It may include contact numbers, email support addresses, help center, and messaging.
- Current User
- In triggers, it is the end user who updates the request. The current user changes every time a different person updates the request. The update can be done by any user with access to the request.
- Customer
- The current or potential end user of your products and services.
- Customer List
- Customer lists define the segment of your Grispy users according to different criteria. Customer lists are similar to demand views in that they allow you to create a list based on tags and custom fields.
- Customer Satisfaction Assessment
- Your end users can provide feedback on their support experience by rating resolved tickets.
- Organization
- It is used to group users in the same organization or department. Thanks to the organizations, you can report on how often and on which subject your customers create support requests.
- Automations
- Automations are processes that resemble triggers. It defines both conditions and actions that change claim characteristics, such as triggers, and optionally sends email notifications to customers. Where they differ is that automations are executed when a time definition occurs, not immediately after a request is created or updated.
- Priority
- You can prioritize requests. The Grispi platform has four priority values: Low, Normal, High and Urgent. It is used to create demand priorities, automation, triggers, macros, views and reports.
- Special Request Areas
- With Grispi, you can add custom fields to your request forms as you need. Custom claim fields can be viewed by agents, users or end users. Your defined custom fields will appear on your ticket form. Custom fields are often used to get more information about a support issue, product or service. Custom field types can be added in various options such as drop-down list, text, multi-line text, numeric, decimal, checkbox.
- Potential Customer
- It is one of the status of end users added to the sales management platform. A potential customer is an end user whose contact information has not yet been created.
- Reporting
- Reporting is a menu breakdown where you can see the highlights of the data in Grispi. You can see activity in agent status, request management.
- Reporting Viewer
- This is the type of user that can view reporting screens and pull export raw data.
- Email Support Only
- After-sales support means that technical support will be provided to the customer only by e-mail.
- Sale
- Grispi is the management of sales processes within the sales management platform.
- Sales Representative
- Grispi is the agent/user roles within the sales management platform.
- Tab
- It is the tab in the top toolbar of the Grispi workspace. You can use it to create a new request or user registration. You can view your recently viewed requests on the tab.
- End User
- End users are your organization’s customers. People who create support requests through any of the available support channels (help center, email, call center, live support, etc.). End users do not have access to any of Grispi’s admin and agent features. They can only submit and track requests and communicate publicly with agents.
- Demand
- Requests received through support channels become tickets. Each ticket is assigned to an agent for resolution. Request fields include Subject, Email, Description, Status, Type, Priority, Group, Assigned, Tags and any other custom fields you create. Each request requires a subject, email address and description.
- Requestor
- A requester is someone who seeks support through a request. For example, if an agent opens a claim on behalf of a customer, the customer becomes the requester and the agent becomes the sender.
- Request Form
- Representative
- They make up the bulk of the support staff. They are assigned tickets and interact with customers when they need to resolve support issues.
- Representative Workspace
- It is a unified space for agents to manage and respond to customer support requests. You can provide demand management with the agent workspace.
- Representative Signature
- It is a standard text signature that can be attached to claim comments made by agents and to outgoing emails. Agents can customize their signatures on their profile pages.
- Triggers
- Business rules that work after tickets have been created or updated. With triggers, you can automatically respond to your customers when a new ticket is created or automatically assign a high priority to tickets from your private customers.
- Bulk Import
- It allows you to add many of your users to the Grispi platform at once with batch import. To do this, you must create a CSV file containing the user’s data.
- Application
- Apps are applications created by different developers that are installed on the Grispi marketplace platform.
- Extensions
- Extensions are tools that extend the functionality of the Grispi platform. For example, you can add CSS and JavaScript widgets to customize the look or functionality of Grispy or enable it with cloud exchange integrations. Extensions can be configured by agents with administrator permissions.
- Help Center
- An area with help articles that you can use from setting up the Grispi platform to using it.
- Comment
- When a ticket is submitted, it contains a subject and a description. All follow-up conversations related to the request are available in the comments. Agents and requesters can add comments to the request. Comments can also be added by automations, macros and triggers.
- Managers
- Administrators are users with additional privileges to manage and customize Grispi accounts.
Grispi Dictionary
Updated on October 5, 2023
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