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1.2. Targeted Audience and Common Terms
Updated: Apr 15 2026, 02:14 PM
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.
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