Glossary

Key terms used throughout FanDesk.

A

Action Tagging Automatic classification of emails by required action (NEEDS_ACTION, ACTION_LATER, etc.)

Active Hours Your configured working hours, used for digest timing and quiet hours.

C

Channel A group chat space for team discussions, can be public or private.

Channel Group A folder-like organization for channels in the sidebar.

Custom Field User-defined data fields on tasks beyond the defaults.

D

Daily Digest Personalized email summary sent at the start of your active hours.

Desk Mate FanDesk's AI assistant powered by Claude.

DM (Direct Message) Private one-on-one conversation between two users.

G

Guest External collaborator with limited access to FanDesk features.

I

IMAP Email protocol for connecting non-Gmail accounts.

Incident An unplanned event requiring response and tracking.

K

Kanban Board view with columns representing task statuses.

M

MTTA Mean Time to Acknowledge - average time to acknowledge incidents.

MTTR Mean Time to Resolution - average time to resolve incidents.

P

Pinned Message Important message bookmarked in a channel for easy access.

Postmortem Documentation of what happened during an incident and how to prevent recurrence.

S

Sprint Fixed time period for completing a set of tasks.

Split Inbox Email organization into categories (Important, Team, Updates, etc.)

Status Your current availability (Online, Away, DND, Offline).

T

Task Key Unique identifier for a task (e.g., BACK-42).

Thread Focused conversation attached to a specific message.

V

Velocity Number of tasks completed per sprint, used to measure team capacity.

---

You've reached the end of the FanDesk documentation. If you have questions, try asking Desk Mate or reach out to your team admin.