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1.2. Targeted Audience and Common Terms

Targeted Audience

This manual is intended for all HelpSpot Users, those new to help desk software as well as those migrating from another product.

Administrator-specific settings and configuration options are not covered in-depth in this manual.

Common Terms

The following terms are used throughout this guide:

• User - Anyone with a HelpSpot account.
• Staff - Generically refers to any help desk staff member.
• Staff level - User with Help Desk Staff level permission to HelpSpot.
• Administrator - User with Administrator level of access to HelpSpot.
• Editors - Users with capability to create knowledge book content.
• Moderators - Users with ability to manage interactions in forums.
• Customer - Refers to a support desk's Customers (internal or external): the individuals submitting requests.
• Request - The Customer inquiry in HelpSpot.
• Installation - The instance of HelpSpot used by a company.

Knowledge Tags

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