Call: The industry standard uses the term "calls" because help desks were generally operated over the phone, and the customer would add a "call" to the help desk. Also known as a support request, trouble ticket, issue, incident, etc..
Technicians: These are your company's support personnel. Also referred to as Techs.
Admin: This is the head administrator of the Help Desk.
Tracking account: This consists of a username and password to log into the WonderDesk.