Core concepts and glossary

This glossary defines the core objects you will encounter throughout SummitPSA.

People and access

• Agent — a staff user (technician or admin) who logs in to the main application. Agents are your billable seats.
• Role — a permission set assigned to an agent. The built-in roles are Super Admin, Admin, Manager, Technician, Dispatcher, Billing, and Read Only.
• Contact — a person at a client company who can use the client portal. Contacts are not agents and are not counted as seats.

Clients

• Company — an organization record. Companies have a type (client, prospect, vendor, partner, or internal) and a tier (gold, silver, bronze, or standard).
• Site — a physical location belonging to a company.

Service desk

• Ticket — a unit of work, with a title, priority, type, owning agent, company, and contact.
• Board — a workflow lane that tickets are grouped into; new tickets fall back to the system default board.

System

• License key — the credential that activates your install and authenticates image pulls.
• Data directory — the per-install storage for uploads (avatars, ticket attachments, KB images, branding), kept on a Docker volume.