Escalation
Passing a ticket to a senior person or team when it is not resolved in time.
Operations
Ticketing Portal Glossary
Terms for logging, assigning and resolving support requests.
5 terms · Updated 12 November 2026
E1 term
P1 term
Priority Level
A ranking such as low, medium or high that decides how soon a ticket is handled.
R1 term
Resolution Time
The time taken from raising a ticket to closing it.
T2 terms
Ticket Assignment
Giving a ticket to a specific agent or team to resolve.
Ticket Queue
The list of open tickets waiting to be handled.
No matching terms found.
Explore other glossaries
PMS Glossary Reminders Glossary Commodity Portal Glossary WMS Glossary EMR Glossary ← Back to Operations All glossariesSee these concepts in a working system
A working session with the team that builds Bigsun ERP, using your own business processes.
Book a Demo