Yetto is built on a single, core idea: The way your team does support is unique, which means your help desk should be composable.
As a direct result of this belief, Yetto offers a set of deceptively simple building blocks designed to make it easy to get started, but powerful enough to grow with you as your team expands and your needs get more complex and specific. Sounds great, right? It is! But it does mean that it's helpful to understand what each building block is called and what it's designed for.
With that in mind, lets walk through Yetto from the largest building blocks to the smallest.
User
A user represents a single real human using Yetto. User's are independent of organizations and the same person can belong to multiple organizations via memberships (more on those below). The result of this is that a person doesn't need multiple accounts to work with multiple teams, business units, or companies.
In addition to an email address, Yetto Users can add a display name, a username (used for easier @-mentioning in Yetto) and upload a picture for an avatar. For those working with multiple organizations, these will be used as the default username and avatar across these orgs, but users can customize each of these on a per-membership basis -- giving them the flexibility to present themselves uniquely in each organization they belong to if needed.
Organization
An organization represents a group of people working together on one or more inboxes. Typically an organization will represent a company. For large companies, organizations can be set up for large divisions of the company that need to be kept separate.
Membership
Memberships are what link a user to an organization. A user can have a membership to any number of organizations and organizations can have any number users as members. Memberships are also where an organization applies role(s) to a given user.
Role
Roles represent the sets of permissions a user has as a member of an organization. The roles and sets of permissions can be defined by an organization, so they are flexible enough to meet the varying needs of different teams. Since roles are assigned per-membership, a user's role can be different for each organization they are a member of.
Inbox
An Inbox is where messages are received and sent for an organization. You might call these "queues" in your day to day conversations, but in Yetto they're more defined.
Inboxes can represent a single email address, Slack connection, or a single team, depending on the needs of the organization. Each organization can create and configure multiple Inboxes.
Plug
Plugs are Yetto's integrations with other systems. Each plug allows you to interact with another system in some way, typically via message interactions. The email plug, for instance, allows you to send and receive emails in an inbox.
Plug Installation
Each plug can be installed on an inbox of your choice. The individual instances of a plug within an inbox is referred to as a plug installation. These can be configured separately without impacting the installations in other inboxes.
Conversation
Conversations represent each individual time a customer initiates a new contact to your company. Yetto users do the bulk of their work in Conversations day to day, and can post either public replies -- which go back to the customer -- or internal comments. Internal comments can be used to connect with teams in other systems using Plugs.
For example, an internal comment to @github could create a new Issue in GitHub via the GitHub plug, and replies from GitHub users to that Issue will come back into the Conversation as internal comments.