Summary: Use this glossary to understand labels that appear in the DSE Support Center and in ticket notifications.
Ticket and account terms
| Term | Meaning |
|---|---|
| Ticket | The support record for one request, issue, question, or coordinated body of work. |
| Requester | The primary customer contact associated with the ticket. |
| Collaborator | An additional authorized contact included in the ticket conversation. |
| Client account | The verified sign-in used to create portal requests and view authorized ticket history. |
| Organization | The customer company record connected to contacts and tickets. |
| Site or sub-company | A location-specific company record linked under a main company when DSE maintains a multi-site hierarchy. |
Workflow terms
| Term | Meaning |
|---|---|
| Help topic | The intake category used to route a new request. |
| Status | The stored state of a ticket. Customer-visible production states primarily include Open, Resolved, and Closed. |
| Priority | A business-impact indicator used during triage; it does not guarantee a specific response time. |
| Assignment | The DSE person or team currently responsible for the next action. |
| Reply | A customer-visible message added to the ticket conversation. |
| Attachment | A file connected to a ticket and protected by ticket-access rules. |
| SLA | The service target applied by DSE configuration. The applicable plan may vary by request, department, schedule, or agreement. |
Content owner: DSE Service Operations · Production review: July 11, 2026