Grispi Dictionary

• API
  • An Application Programming Interface (API) lets you interact with Grispi programmatically instead of through the user interface.
• Archiving
  • The act of moving data to less-frequented storage. Grispi automatically archives tickets that have been closed for 120 days.
• Suspended Ticket
  • Under certain conditions (for example, when an email is flagged as spam) incoming messages may be suspended. Suspended messages appear in the Suspended tickets queue, where they can be recovered or deleted.
• Assignee
  • The agent or end user assigned to a ticket.
• Mention (@)
  • Agents can mention another agent inside a ticket comment by typing @name. Mentions are enabled by default in every Grispi account.
• Chat
  • Grispi Chat lets customers converse live with your agents. Tickets created via live chat are added to the normal ticket workflow.
• Chat Agent
  • An agent who belongs to a chat group and handles only chat conversations.
• Chat Web Widget
  • A widget you can embed on any website so visitors can start a live chat.
• Call
  • Grispi offers call-center functionality through cloud PBX integrations. Agents set their status to Available to receive calls; conversations are recorded in the system.
• Call Agent
  • An agent who can place and receive calls.
• Call Manager
  • A role that can configure all call-related settings.
• Support Addresses
  • Any email address you want to use for support can be added as a support address. These may be aliases of your Grispi domain or entirely external addresses.
• Support Ticket
  • A ticket created by an end user through any channel (help center, email, call, live chat, etc.).
• Status
  • Every ticket has a status. Grispi provides six statuses: New, Open, Pending, On-hold, Solved, and Closed. Statuses power views, reports, automations, macros, and triggers.
• Plugin
  • An add-on that extends Grispi so you can tailor the platform to your support requirements.
• Integration
  • An external application built to work with Grispi.
• E-Mail Forwarding
  • You can forward mail from your own address (e.g., [email protected]) to your Grispi address (e.g., [email protected]) so customers keep using your existing mailbox.
• Email Notifications
  • Triggers or automations can send notification emails—commonly when a new comment is added or a status changes. Email templates can be branded and reworded.
• Tag
  • Tags categorize tickets. Agents can add tags manually, or tags can be applied via triggers, automations, and macros.
• Opportunity
  • In Grispi Sales, an opportunity represents a qualified lead.
• Filter
  • Filters come in two types. Default filters are created with every new Grispi account. Custom filters are filters you define yourself (e.g., “My Open tickets” or “Recently Resolved”). See How do I create a filter?
• Sender
  • The person who actually submits the ticket. If an agent opens a ticket on behalf of a customer, the agent is the sender and the customer is the requester.
• Dashboard
  • The home-page panel that shows summary statistics—for example, how many open tickets are assigned to an agent or group.
• Grispi Account
  • Your Grispi subdomain, e.g., companyname.grispi.com.
• Apps Written by Grispi
  • Applications developed by Grispi itself, available in the Grispi Marketplace.
• Grispi Application Marketplace
  • A catalog where developers, agencies, and partners publish their own Grispi apps.
• Group
  • A collection of agents. A single agent can belong to multiple groups. End users cannot be added to groups.
• Account Holder
  • The top-level administrator. Only the account holder can access billing, payment options, and plan management.
• Quick Replies /Templates
  • Reusable snippets you insert into replies to end users.
• Service Level Agreement (SLA)
  • SLA policies define target response and resolution times. They let you measure team performance and deliver predictable service.
• First Response Time
  • The number of minutes between ticket creation and the first public reply.
• Business Rules
  • Rules—triggers, automations, macros, and views—that control workflow and notifications.
• Business Rules Analysis
  • Reporting on ticket data as filtered and affected by Business Rules.
• Allowlist
  • A list of trusted domains or addresses from which email will always be accepted.
• Channels
  • Customer-contact touchpoints such as email, live chat, or phone. Messages from any channel become tickets in Grispi.
• Classic Web Widget
  • A form widget you can embed on your website to let visitors submit tickets.
• Call (Outbound / Inbound)
  • Through PBX integration, agents can initiate or receive voice calls directly inside Grispi.
• Call History
  • A log showing how many times you have called—or been called by—a user and the duration of each call.
• User Tagging
  • Tags that you attach to users or organizations. These tags can drive business rules or limit form visibility.
• User Type
  • There are four built-in user roles: Account Holder, Administrator, Agent, and End User. See What are the authorization groups for users?
• Suspend User
  • Deactivate a user so they can no longer sign in to Grispi.
• Brand
  • A branded identity—logos, colors, phone numbers, support email, help center URL, and messaging settings—under which you serve customers.
• Current User
  • In a trigger, the user who last updated the ticket (changes as different people update it).
• Customer
  • A current or prospective end user of your products or services.
• Customer List
  • A saved segment of users based on tags or custom fields—comparable to ticket views.
• Customer Satisfaction Rating (CSAT)
  • End users can rate their experience on resolved tickets.
• Organization
  • A group of users who belong to the same company or department, letting you report on ticket volume and topics by organization.
• Automations
  • Time-based business rules. They evaluate conditions at set intervals and perform actions—optionally sending notifications.
• Priority
  • tickets have four priorities: Low, Normal, High, and Urgent. Priority can be set manually or by automation and appears in views and reports.
• Custom Ticket Fields
  • Add custom fields (dropdown, text, numeric, checkbox, etc.) to your ticket forms to collect extra information.
• Potential Customer
  • In Sales, an end user whose contact details have been captured but who is not yet qualified.
• Reporting
  • Menu area that highlights key metrics such as agent status and ticket volume.
• Reporting Viewer
  • A user role that can view reports and export raw data but cannot edit account settings.
• Email Support Only
  • A support plan where assistance is provided exclusively via email.
• Sale
  • Management of leads and deals within the Grispi Sales platform.
• Sales Representative
  • An agent role focused on Sales activities.
• Tab
  • A tab in the Grispi toolbar where you can create a new ticket or user, or revisit recently viewed items.
• End User
  • Your customer—the person who raises a ticket. End users cannot access agent or admin features; they can only submit and track their own tickets.
• Ticket
  • A customer ticket received through any channel. Each ticket includes fields such as Subject, Email, Description, Status, Type, Priority, Group, Assignee, and Tags.
• Requester
  • The person who needs help—the customer—on whose behalf the ticket exists.
• Ticket Form
  • A predefined form that dictates which fields appear on a specific ticket type.
• Agent
  • The primary support staff who are assigned tickets and interact with customers to resolve issues.
• Agent Workspace
  • The unified interface where agents view and respond to customer tickets.
• Agent Signature
  • A standard footer that agents append to public comments and outgoing emails. Agents can customize their signatures in their profiles.
• Triggers
  • Rules that run immediately after a ticket is created or updated. They can send auto-replies, assign tickets, set priorities, etc.
• Bulk Import
  • Upload a CSV file to add multiple users to Grispi at once.
• Application
  • Any app—by Grispi or a third party—installed from the Marketplace.
• Extensions
  • Tools that extend Grispi’s UI or capabilities (e.g., custom CSS/JS widgets or PBX integrations). Only administrators can configure extensions.
• Help Center
  • A self-service portal containing help articles and guides.
• Comment
  • A public or private message added to a ticket by an agent, requester, automation, macro, or trigger.
• Administrators
  • Users with elevated privileges to configure and customize the Grispi account.

Related Terms

• ACW (After Call Work)
  • Tasks a representative completes after a call ends.
• AHT (Average Handling Time)
  • Average end-to-end time required to handle a call, including talk time and ACW.
• AR (Answer Rate)
  • Percentage of incoming calls that are answered.
• ASA (Average Speed of Answer)
  • Seconds between call routing and answer.
• Backoffice
  • Team that processes post-call tasks such as data entry or escalations.
• Churn Rate / Complaint Rate
  • ercentage of customers lost / number of complaints received in a period; indicators of loyalty.
• Cold Call
  • Outbound sales call with no prior interaction.
• Cost Per Call (CPC)
  • Total call-center operating cost divided by number of calls.
• Call Initiation
  • Outbound dialing by representatives for sales, support, or surveys.
• Call Arrival Rate
  • Total incoming calls in a defined interval; vital for staffing.
• Call Center Operations
  • Workforce management, service-level monitoring, routing, and reporting processes.
• Handled Calls
  • Calls successfully answered and resolved.
• Peak Call Traffic Hours
  • Time blocks with highest inbound volume.
• Blocked Call Percentage
  • Proportion of calls that fail to connect due to technical issues.
• Feedback
  • Customer or employee comments used to improve service.
• Callback Messages
  • Voice or text notification sent to customers who could not reach an agent.
• First Response Time (FRT)
  • See First Response Time above.
• First Call Resolution (FCR)
  • Percentage of issues resolved in the first call.
• Inbound Calls
  • Call initiated by a customer.
• Insource
  • Operating the call center internally with company staff.
• IVR (Interactive Voice Response)
  • Automated menu that routes callers via keypad or voice input.
• KPI
  • Metric used to measure performance (e.g., AHT, CSAT, AR).
• Customer Effort Score (CES)
  • How much effort a customer expends to get help.
• Customer Experience
  • All interactions a customer has with a brand.
• Customer Satisfaction Score (CSAT)
  • Survey-based measure of satisfaction.
• Agent Utilization Rate
  • Percentage of logged-in time agents spend on calls.
• Agent Productivity
  • Volume of calls handled and issues resolved per agent.
• Net Promoter Score (NPS)
  • Likelihood of customers recommending the brand (0–10 scale).
• Offshore
  • Call-center services provided from another country.
• Average Call Answer Speed
  • Average time to answer inbound calls.
• Average After-Call Work Time
  • Mean duration of post-call tasks.
• Average Call Abandonment Rate
  • Percentage of callers who hang up before being served.
• Average Call Duration
  • Mean length of conversations.
• Average Talk Time
  • Average speaking time per call.
• Average Query Time
  • Time customers need to process information provided.
• Average Queue Wait Time
  • Mean wait time in queue.
• Outbound Calls
  • Call initiated by the organization.
• Outsource
  • Contracting call-center operations to a third-party vendor.
• Service Level (SL)
  • Percentage of calls answered within a specified time threshold.
• Repeat Calls
  • A customer calling again about the same issue.
• Shift Adherence
  • Degree to which agents work their scheduled hours.
• Warm Call
  • Outbound call to a customer who has previously expressed interest.