Account Manager
A user role which allows the user the same rights as an admin except billing and ownership

Account Users
Your overall list of users found in Settings

A user role which allows total control and visibility in the account

A user role for customer support agents. This user can receive feedback and do self reviews

The allowed log in methods for your account eg. Slack, Google, email and password

Category Weight
A sliding scale allowing you to add or reduce importance of the category when calculating the ticket score 

Comment Hashtag
A custom hashtag you can add to the comment section to track something specific

The link between your help desk(s) and Klaus

Conversation Review
The act of leaving feedback in the form of scores and comments for a team member

Conversations Page
The Klaus page where you can filter tickets and leave conversation reviews for your team

Critical Category
A Rating Category which will result in a score of 0% being given for the ticket if it scores lower than 50%

A page in Klaus where you can access reports on team and agent performance

My Reviews
A page in Klaus where users can consult the feedback they have given and/or received

Peer Review
The act of leaving feedback for a colleague on the same level as you

Rating Scale
The system you use for leaving feedback eg. binary, 3 point scale, 4 point scale

Rating Category
A specific criteria which you use to evaluate a ticket eg. grammar, tone, solution 

Scorecard Tags
Tags you can add to a category to attribute it to a specific scorecard

Ticket Hashtags
Custom hashtags you can add to the comments section to track what you need to track

Ticket Tag
A tag which has been created and user in your help desk


The percentage score which your agents should achieve. Scores under the threshold show in red in the dashboard

Workspace Manager
A user role which allows the user the ability to manage and give feedback to their specific workspace

Workspace Reviewer
A user role which allows the user to give as well as receive feedback in their specific workspace

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