| Board, team, or queue |
The PSA’s container for tickets: a board in ConnectWise, a team in HaloPSA, a queue in Autotask. See PSA terms. |
| Client company type |
A PSA company (or HaloPSA customer) type that counts as a client. Only active companies of these types are ingested, searched, and listed. See Client company types. |
| Dispatch |
Choosing a technician and booking time for a ticket, automatically or from the assign dialog. See Assign or reschedule a ticket and Dispatch Rules. |
| Documentation KB |
The knowledge base articles and configuration items indexed from IT Glue or Hudu for search. See Documentation KB. |
| Escalation |
Booking time with the next contact in your escalation chain when a ticket passes its thresholds. See Escalate a ticket and Triage Rules. |
| Intake |
Automatic triage of new tickets on a board, team, or queue, triggered by the PSA. See Configure intake and rewriting. |
| PSA catalog |
The classification choices, priorities, and companies ZenTop Triage caches from your PSA. See PSA Catalog. |
| Service scope |
A board, team, or queue that ZenTop Triage monitors and manages, with its status mappings and routing. See Routing and service scopes. |
| Ticket embedding |
Adding closed tickets to ticket knowledge so similar past tickets can be found. See Ticket Embedding. |
| Triage |
Classifying a ticket, setting its priority, routing it to the right scope, and adding knowledge notes. See Create and triage a ticket. |
| Triage-only board |
An intake scope whose tickets are routed on to working scopes. See Choose the scope. |
| Validation mode |
Settings that hold back automatic triage changes or automatic dispatch while you review results. See Validation Mode. |
| Workspace |
Your ZenTop Triage instance, reached at its own address such as https://contoso.zentop.tech. See Sign-in and roles. |
