Understanding the Software
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There are many basic concepts that you need to understand in order to work with the system. Working with the service desk in general requires a special knowledge about how service desks work and what terminology are to be expected within the system. This chapter will attempt to address many of these challenges and all of these concepts in order to give you a better idea of terminology and software usage. The most important terms can be found within the :ref:`glossary <PageNavigation glossary_index>`.


.. toctree::
    :maxdepth: 2
    
    articles/index
    customers/index
    escalation/index
    locking/index
    owner/index
    priorities/index
    states/index
    types/index
    queues/index
    highavailability/index