Zendesk terminology for Freshdesk users

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<p id="docs-hc-snippet" style="display: none;">When moving across to Zendesk from Freshdesk, part of the onboarding process is becoming familiar with the terminology used. This article correlates Freshdesk terminology to Zendesk Support.</p>
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<p class="p">When moving across to Zendesk from Freshdesk, part of the onboarding process is becoming
familiar with the terminology used. This article correlates Freshdesk terminology to
Zendesk Support.</p>
<p class="p" dir="ltr">This article has the following sections:</p>
<ul class="ul" id="topic_ck1_qfd_wnb__ul_mgl_rgd_wnb">
<li class="li" dir="ltr"><a class="xref" href="#topic_g5w_tgd_wnb">People</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_w2m_wgd_wnb">Tickets</a></li>
<li class="li"><a class="xref" href="#topic_c15_wgd_wnb">Tools</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_g5w_tgd_wnb">
<h2 class="title topictitle2" id="ariaid-title2">People</h2>
<div class="body">
<p class="p">In Freshdesk and Zendesk, the main user roles are administrators and agents. They can
be assigned to a role or a group to help manage your support workflow. There are
also customer roles which are the people who create support requests. In Zendesk,
they can be configured as external or internal based on their access to Support. The
table below provides a list of terms used in Freshdesk and Support. </p>
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<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Freshdesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Zendesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Administrator</td>
<td class="entry cellrowborder" dir="ltr">Admin</td>
<td class="entry cellrowborder" dir="ltr">An agent with additional privileges to configure
and manage your ticketing system. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Agent</td>
<td class="entry cellrowborder" dir="ltr">Agent</td>
<td class="entry cellrowborder" dir="ltr">A person in an organization who interacts with
customers. They can provide information about products or
services and handle and resolve customer requests. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Agent role</td>
<td class="entry cellrowborder" dir="ltr">Agent role</td>
<td class="entry cellrowborder" dir="ltr">What an agent can do in the ticketing system.
Support provides a number of default agent roles such as
Advisor, Staff, and Team Leader plus the ability to customize
roles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank"><u class="ph u">Understanding Zendesk
Support user roles</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Agent group</td>
<td class="entry cellrowborder" dir="ltr">Groups</td>
<td class="entry cellrowborder" dir="ltr">A collection of agents. Groups are set up to help
manage your support workflow. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank"><u class="ph u">About organizations and
groups</u></a>.</td>
</tr>
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<td class="entry cellrowborder" dir="ltr">Contact</td>
<td class="entry cellrowborder" dir="ltr">Customer / end user</td>
<td class="entry cellrowborder" dir="ltr">The person who raised a support request from a
channel.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Company</td>
<td class="entry cellrowborder" dir="ltr">Organization</td>
<td class="entry cellrowborder" dir="ltr">A collection of agents and customers. In Support,
organizations can be used to manage ticket workflow and monitor
activity. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank"><u class="ph u">Creating
organizations</u></a>.</td>
</tr>
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<td class="entry cellrowborder" dir="ltr">Custom agent role</td>
<td class="entry cellrowborder" dir="ltr">Custom agent role</td>
<td class="entry cellrowborder" dir="ltr">Customizing your agent roles and assigning those
roles to agents. This is available on the Support Enterprise
plan. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank"><u class="ph u">Creating custom roles and
assigning agents</u></a>.</td>
</tr>
</tbody>
</table>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_w2m_wgd_wnb">
<h2 class="title topictitle2" id="ariaid-title3">Tickets</h2>
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<p class="p" dir="ltr">A ticketing system is the mechanism for agents to resolve support requests
from customers. The following table shows terminology relating to ticket features
and functions used in Freshdesk and Support.</p>
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<div class="tablenoborder">
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<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Freshdesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Zendesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Description</strong></td>
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<td class="entry cellrowborder" dir="ltr">Due by time</td>
<td class="entry cellrowborder" dir="ltr">First reply time</td>
<td class="entry cellrowborder" dir="ltr">When a ticket needs to be responded to or resolved
as defined by the SLA policy.</td>
</tr>
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<td class="entry cellrowborder" dir="ltr">Merge tickets</td>
<td class="entry cellrowborder" dir="ltr">Merge tickets</td>
<td class="entry cellrowborder" dir="ltr">Merging one or more tickets into another ticket.
This is performed when there are multiple requests about the
same issue by a customer. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882445594" target="_blank"><u class="ph u">Merging
tickets</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Multi-channel support</td>
<td class="entry cellrowborder" dir="ltr">Zendesk Agent Workspace</td>
<td class="entry cellrowborder" dir="ltr">The Zendesk Agent Workspace provides a unified
agent interface. Regardless of which channel the agent is
serving, they have access to tools and data, the ability to
manage multiple tickets, and apps to extend the functionality
all in a single browser tab. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank"><u class="ph u">About the Zendesk Agent
Workspace</u></a>
</td>
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<td class="entry cellrowborder" dir="ltr">Ticket</td>
<td class="entry cellrowborder" dir="ltr">Ticket</td>
<td class="entry cellrowborder" dir="ltr">A ticket is the interaction between an agent and a
customer. Tickets are received as requests from each of the
channels where you engage with customers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882039450-Working-with-tickets" target="_blank">Working with tickets</a>
to learn more about tickets</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Ticket status</td>
<td class="entry cellrowborder" dir="ltr">Status</td>
<td class="entry cellrowborder" dir="ltr">A label to indicate the state of a ticket.
Freshdesk statuses include Open, Pending, Resolved, and Closed.
In Support, there are six status values: New, Open, Pending,
On-hold, Solved, and Closed. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">About ticket
fields</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Ticket watcher</td>
<td class="entry cellrowborder" dir="ltr">CCs and followers</td>
<td class="entry cellrowborder" dir="ltr">A ticket watcher in Freshdesk is an agent which
follows tickets that aren’t assigned to them. The CC and
followers feature in Support provides this functionality. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank"><u class="ph u">Using CCs, followers, and
@mentions</u></a>
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</tbody>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_c15_wgd_wnb">
<h2 class="title topictitle2" id="ariaid-title4">Tools</h2>
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<p class="p" dir="ltr">Freshdesk and Zendesk provide business rules to help automate and manage
your support workflow. They also provide metrics to measure customer service
performance and the ability to report customer feedback. The table below correlates
Freshdesk terminology to Support. </p>
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<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_c15_wgd_wnb__table_jdt_jjd_wnb" rules="all" summary="">
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<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Freshdesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Zendesk term</strong></td>
<td class="entry cellrowborder" dir="ltr"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Automation rule </td>
<td class="entry cellrowborder" dir="ltr">Triggers</td>
<td class="entry cellrowborder" dir="ltr">When a ticket is created or updated, an action is
automatically performed based on predefined conditions. A trigger is
a type of business rule. To learn more about triggers in Support,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank"><u class="ph u">About triggers and how they
work</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Business rule</td>
<td class="entry cellrowborder" dir="ltr">Business rule</td>
<td class="entry cellrowborder" dir="ltr">Business rules are directives to help streamline and
manage your ticket workflow. In Zendesk, you can implement
automations, macros, SLA policies, triggers, and views. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889268378" target="_blank"><u class="ph u">Streamlining your support
workflow</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Canned responses / ticket templates</td>
<td class="entry cellrowborder" dir="ltr">Macros</td>
<td class="entry cellrowborder" dir="ltr">Macros in Zendesk allow you to apply a prepared action
or response to a ticket. In Freshdesk, this functionality is partly
provided using Canned Responses which are ticket response templates,
and ticket templates which only apply for new tickets. To learn more
about Zendesk macros, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank"><u class="ph u">Creating macros for
tickets</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Support benchmarks</td>
<td class="entry cellrowborder" dir="ltr">SLA policies </td>
<td class="entry cellrowborder" dir="ltr">Metrics to measure your customer service experience. In
Support, you can set up SLA policies as business rules to help your
agents meet service level goals. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829459866" target="_blank"><u class="ph u">Defining and using SLA
policies</u></a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr">Time trigger (for an automation rule)</td>
<td class="entry cellrowborder" dir="ltr">Automations</td>
<td class="entry cellrowborder" dir="ltr">Conditions and actions that modify ticket properties.
They run when a time event occurs. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank"><u class="ph u">About automations and how they
work</u></a>. </td>
</tr>
</tbody>
</table>
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