Key Terms

Here are the key terms that were referenced in several lessons of this course. 

• Admins - Agents with additional privileges to manage and customize your Zendesk. They are responsible for designing and implementing the ticket workflow, and can do all of the actions that agents can do.
• Agents - The bulk of the support staff. They are assigned tickets and interact with customers as needed to resolve support issues. The agent's role and privileges are defined by admins.
• End users - Referred to as customers. They generate support requests from any of the available support channels but do not have access to any of the administrator and agent features of Support. 
• Groups - Groups collect team members together based on criteria those team members have in common. Groups can only contain team members and can be used to support organizations.
• Organizations - Collections of end users that can also include team members. The use of organizations is optional but by arranging your customers into organizations you can keep track of what those organizations are requesting.
• Team members - Anyone you add to a Zendesk account who is not an end user. For example, in Support, a staff member can be an account owner, an administrator, an agent, a light agent, or a user with a custom role. Team members are sometimes called staff members.
• Ticket - How you communicate with your customers in Zendesk and track details related to their issue. Each incoming support request becomes a ticket and is assigned to an agent or group.