In todo4teams we talk about

• Tickets when talking about tasks. A ticket is the process of completing a task and has a unique number, a binding target time and exactly one employee who completes the task.
• Agents, users, employees, users - are used interchangeably here. The term agent is used by everyone in the call center sector. 
• Teams are groups of users who have a certain problem-solving competence.
• A script is a (usually short) piece of program code that can influence ticket processing. 
• Experts are employees and contacts who can support the completion of tickets: An agent can ask experts questions about a ticket that has been taken over and use the answers to complete the ticket.
• Queries are email messages to the experts, who can then respond online via a link.
• By Incoming we refer to the list of tickets that are available to an agent for action. So these tickets are addressed to him (either personally or to a team he belongs to) and are in the status 'open' or 'blocked' (by this exact user).
• In the Outbox, every user sees the tickets to which they are assigned as owner, regardless of the status of the ticket. The tickets in this list can still be open, accepted by a processor, completed or rejected.