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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.