Zendesk glossary

<body>
<p id="docs-hc-snippet" style="display: none;">This glossary describes key Zendesk concepts, terminology, and products It's a good place to get started learning how to set up and use your Zendesk products.</p>

<div class="body">
<p class="p">This glossary describes key Zendesk concepts, terminology, and products It's a good place to
get started learning how to set up and use your Zendesk products.</p>
<p class="p">@ - <a class="xref" href="#topic_ang_eme_tf">A</a> - <a class="xref" href="#topic_sz2_pbl_pw">B</a> - <a class="xref" href="#topic_mxn_sbl_pw">C</a> - <a class="xref" href="#topic_e4y_xbl_pw">D</a> - <a class="xref" href="#topic_ivv_zbl_pw">E</a> - <a class="xref" href="#topic_tmv_2cl_pw">F</a> - <a class="xref" href="#topic_ltd_hcl_pw">G</a> - <a class="xref" href="#topic_rt1_jcl_pw">H</a> - <a class="xref" href="#topic_fwx_kcl_pw">I</a> - J - <a class="xref" href="#topic_azf_mcl_pw">K</a> - <a class="xref" href="#topic_xcm_ncl_pw">L</a> - <a class="xref" href="#topic_yqv_4cl_pw">M</a> - <a class="xref" href="#topic_kq2_qcl_pw">N</a> - <a class="xref" href="#topic_b1x_rcl_pw">O</a> - <a class="xref" href="#topic_pjg_tcl_pw">P</a> - Q - <a class="xref" href="#topic_fnx_wcl_pw">R</a> - <a class="xref" href="#topic_vm4_cdl_pw">S</a> - <a class="xref" href="#topic_pdr_fdl_pw">T</a> - <a class="xref" href="#topic_jnw_hdl_pw">U</a> - <a class="xref" href="#topic_qgv_3dl_pw">V</a> - <a class="xref" href="#topic_qh2_kdl_pw">W</a> - X - Y -
<a class="xref" href="#topic_my3_3h2_hhb">Z</a></p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dmw_mql_pw">
<h2 class="title topictitle2" id="ariaid-title2">@</h2>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_sbk_nql_pw">
<h3 class="title topictitle3" id="ariaid-title3">@mention</h3>
<div class="body">
<p class="p">@mentions allows agents to "mention" any other agent (but not end users) in a ticket
comment. In the help center, users can @mention any other user, including end users, when
commenting on a post or article. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">Adding other agents to tickets using @mentions</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5276141691418" target="_blank">Enabling @mentions for users in your help center</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ang_eme_tf">
<h2 class="title topictitle2" id="ariaid-title4">A</h2>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_bmn_zmk_vgc">
<h3 class="title topictitle3" id="ariaid-title5">Account assumption</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_cqb_goe_tf">Assuming a user</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_svq_gnk_vgc">
<h3 class="title topictitle3" id="ariaid-title6">Account owner</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_qhq_usj_tf">Owner</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zkw_zgc_tx">
<h3 class="title topictitle3" id="ariaid-title7">Add-on</h3>
<div class="body">
<p class="p">Add-ons are supplemental features that allow you to add functionality to your Zendesk account to
fit your specific support needs. They are available for Zendesk Suite and Support plans.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">About Zendesk add-ons</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_m1z_hd3_mw">
<h3 class="title topictitle3" id="ariaid-title8">Admins</h3>
<div class="body">
<p class="p">Admins are agents with additional privileges to manage and customize Zendesk accounts.
Admins can perform all agent tasks, but they may also do other things like control
settings for your instance. Sometimes referred to as administrators. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_admin_copilot">
<h3 class="title topictitle3" id="ariaid-title9">Admin copilot</h3>
<div class="body">
<p class="p">Admin copilot is a proactive AI assistant that helps Zendesk admins streamline
operations and optimize their account. It provides weekly insights that highlight
performance trends, personalized recommendations for improving workflows, and
conversational assistance for creating or updating account configurations. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10013995711386" target="_blank">About admin copilot</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_lyo_hme_tf">
<h3 class="title topictitle3" id="ariaid-title10">Advisor</h3>
<div class="body">
<p class="p">This is a system custom agent role on Enterprise plans. Advisors manage the workflow and
configure Zendesk. They create or manage shared automations, macros, triggers, and views.
They also set up the service level agreements, channels, and extensions. Advisors don't
solve tickets and can make private comments only. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">Understanding system custom agent roles</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_kxw_jme_tf">
<h3 class="title topictitle3" id="ariaid-title11">Agent</h3>
<div class="body">
<p class="p">Agents are the bulk of your 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. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_ctb_5ww_d4">
<h3 class="title topictitle3" id="ariaid-title12">Agent alias</h3>
<div class="body">
<p class="p">On Suite Growth and above or Support Professional and above, agents can keep their real
names private by setting up an alias that will be used on all communications with ticket
requesters. This feature is not available on Team plans. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893352986" target="_blank">Adding an agent alias</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_omq_mme_tf">
<h3 class="title topictitle3" id="ariaid-title13">Agent collision</h3>
<div class="body">
<p class="p">Agent collision is a feature that alerts your agents when another agent is viewing and
possibly updating the same ticket, to help prevent agents from trying to make updates to
the same ticket at the same time. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9186264597146" target="_blank">Avoiding agent collision</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_dyr_pgx_p4b">
<h3 class="title topictitle3" id="ariaid-title14">Agent escalation</h3>
<div class="body">
<p class="p" dir="ltr">In an <a class="xref" href="#topic_q1x_qgx_p4b">automated
conversation</a>, passing the customer to a live agent. Also called agent
transfer.</p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_jhn_dpw_d4">
<h3 class="title topictitle3" id="ariaid-title15">Agent interface</h3>
<div class="body">
<p class="p">The agent interface is what agents and admins see when they sign in to Zendesk. From the
agent interface, you can access and manage tickets. The latest version of the agent
interface is called Agent Workspace. The version of the agent interface prior to Agent
Workspace was referred to as the standard agent interface. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_ajs_ome_tf">
<h3 class="title topictitle3" id="ariaid-title16">Agent signature</h3>
<div class="body">
<p class="p">An agent signature is a standard text signature that can be appended to all public ticket
comments and outgoing emails made by agents. Agents can customize their signature on their
profile page. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" target="_blank">Adding an agent signature to ticket email
notifications</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_ylt_p3x_p4b">
<h3 class="title topictitle3" id="ariaid-title17">Agent transfer</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_dyr_pgx_p4b">Agent escalation</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_ydq_bfx_p4b">
<h3 class="title topictitle3" id="ariaid-title18">Agent Workspace</h3>
<div class="body">
<p class="p" dir="ltr">Agent Workspace is the latest version of the <a class="xref" href="#topic_jhn_dpw_d4">agent interface</a>. It is a unified space for agents to manage and
respond to customer support requests. The agent interface prior to Agent Workspace was
referred to as the standard agent interface. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">About the Zendesk Agent Workspace</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_ysn_sk3_n2c">
<h3 class="title topictitle3" id="ariaid-title19">AI agent</h3>
<div class="body">
<p class="p">An AI agent is an automated persona that can interact with the customer through messaging
or email channels. AI agents were formerly known as Zendesk bots or conversation bots.
See<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank"> About AI agents</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested2" id="topic_dbb_2jb_bnb">
<h3 class="title topictitle3" id="ariaid-title20">Allowlist</h3>
<div class="body">
<p class="p">The allowlist is used to allow email to be received from specific email domains and
addresses. It can be used along with the blocklist to, for example, allow email from a
specific address in a blocked domain to be accepted into your Support instance (and not
suspended). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886840986" target="_blank">Using the allowlist and blocklist to control access to
Zendesk Support</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_vhk_1zh_ghb">
<h3 class="title topictitle3" id="ariaid-title21">Analytics (formerly Explore)</h3>
<div class="body">
<p class="p">The latest generation of reporting for the Zendesk Suite, including tools to analyze your
business information, build reports, and share those reports with other people. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831710618" target="_blank">Getting started with Zendesk Analytics</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested2" id="topic_c1r_rvz_s4b">
<h3 class="title topictitle3" id="ariaid-title22">API</h3>
<div class="body">
<p class="p">An application programming interface (API) lets you interact with Zendesk
programmatically instead of using the UI. See the <a class="xref" href="https://developer.zendesk.com/rest_api/docs/zendesk-apis/resources" target="_blank">API docs</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested2" id="topic_gwg_12n_pw">
<h3 class="title topictitle3" id="ariaid-title23">App</h3>
<div class="body">
<p class="p">A custom-built application that extends or enhances the functionality of Zendesk
products. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Using the Zendesk Marketplace</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title24" class="topic nested2" id="topic_n1r_1rm_pw">
<h3 class="title topictitle3" id="ariaid-title24">Archiving</h3>
<div class="body">
<p class="p">Archiving is the act of moving data into a less-frequently-used storage area. Zendesk
automatically archives closed tickets after 120 days, and Zendesk customers can enable
automatic email archiving. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050" target="_blank">About ticket archiving</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893355418" target="_blank">Archiving ticket email notifications</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title25" class="topic nested2" id="topic_hjl_rme_tf">
<h3 class="title topictitle3" id="ariaid-title25">Assignee</h3>
<div class="body">
<p class="p">Assignee is the agent or end user currently assigned to a ticket. Assignee is used in
macros, views, automations, triggers, and reports to refer to or set the assigned agent.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title26" class="topic nested2" id="topic_sgi_rne_tf">
<h3 class="title topictitle3" id="ariaid-title26">Assignee stations</h3>
<div class="body">
<p class="p">This is the number of agents who have successively been assigned to a ticket. This is
used as a condition in triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating and managing triggers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title27" class="topic nested2" id="topic_cqb_goe_tf">
<h3 class="title topictitle3" id="ariaid-title27">Assuming a user</h3>
<div class="body">
<p class="p">Admins can sign in to Zendesk Support as a particular end user. This is referred to as
<em class="ph i">assuming a user</em>. This allows admins to see that user's Zendesk account as they
see it, which can be useful when troubleshooting problems. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894200474" target="_blank">Assuming end users</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title28" class="topic nested2" id="topic_4d3_yd3_n3">
<h3 class="title topictitle3" id="ariaid-title28">Audit log</h3>
<div class="body">
<p class="p">On Enterprise plans, you can track the account and user changes that have been made by
you and members of your support staff. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">Viewing the Audit log for changes</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title29" class="topic nested2" id="topic_q1x_qgx_p4b">
<h3 class="title topictitle3" id="ariaid-title29">Automated conversation</h3>
<div class="body">
<p class="p">An automated conversation is a text-based interaction between an end user and an AI agent
in a messaging interface. Automated conversations can be configured in Admin Center. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">Creating an AI agent for your web and mobile channels</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title30" class="topic nested2" id="topic_pjw_4zy_vgc">
<h3 class="title topictitle3" id="ariaid-title30">Automated resolutions</h3>
<div class="body">
<p class="p">Automated resolutions are the unit of measurement used for calculating and billing your
account for AI agent usage. Paying per automated resolution means that you pay only for
customer requests that were successfully resolved by the AI agent, without any escalation
to a human agent. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">About automated resolutions for AI agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title31" class="topic nested2" id="topic_dfr_hoe_tf">
<h3 class="title topictitle3" id="ariaid-title31">Automations</h3>
<div class="body">
<p class="p">Automations are similar to triggers (see <a class="xref" href="#topic_blx_yh1_gh">Trigger</a>) because both define conditions and actions that modify ticket
properties and optionally send email notifications to customers and the support staff.
Where they differ is that automations execute when a time event occurs after a ticket
property was set or updated, rather than immediately after a ticket is created or updated.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835051546" target="_blank">About the standard Support automations</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Streamlining workflow with time-based events and
automations</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title32" class="topic nested1" id="topic_sz2_pbl_pw">
<h2 class="title topictitle2" id="ariaid-title32">B</h2>
<div aria-labelledby="ariaid-title33" class="topic nested2" id="topic_sff_3jg_sv">
<h3 class="title topictitle3" id="ariaid-title33">Base agent</h3>
<div class="body">
<p class="p">Base agents are agent seats billed as part of your regular billing cycle, as opposed to
temporary agents. See also: <a class="xref" href="#topic_rdh_q2g_sv">Temporary
agent</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title34" class="topic nested2" id="topic_gj1_j1v_r4b">
<h3 class="title topictitle3" id="ariaid-title34">Billing admin</h3>
<div class="body">
<p class="p">A billing admin is a Zendesk admin with special permission to manage subscriptions for
your Zendesk account. Account owners can give Support admins billing permission. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838125082" target="_blank">Enabling admins to manage subscriptions</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title35" class="topic nested2" id="topic_ham_joe_tf">
<h3 class="title topictitle3" id="ariaid-title35">Blocklist</h3>
<div class="body">
<p class="p">The blocklist is used to suspend email received from domains and addresses that you
specify. It can be used along with the allowlist to, for example, suspend an email domain
while also allowing one or more specific email addresses from the same domain to be
accepted into your Zendesk. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886840986" target="_blank">Using the allowlist and blocklist to control access to Zendesk
Support</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title36" class="topic nested2" id="topic_x22_chx_p4b">
<h3 class="title topictitle3" id="ariaid-title36">Bot builder (legacy)</h3>
<div class="body">
<p class="p" dir="ltr">Bot builder is a click-to-configure tool to create flows that guide customers
to a resolution. Only available for customers who had any drafted or published AI agents
as of February 2, 2025. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838909210" target="_blank">About bot builder (legacy)</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title37" class="topic nested2" id="topic_4gl_xjw_yt">
<h3 class="title topictitle3" id="ariaid-title37">Brand</h3>
<div class="body">
<p class="p">A brand is a customer facing identity, represented by a collection of contact points for
your customers. These contact points can include email support addresses, help center, Web
Widget (Classic), and messaging Web Widget. With most Zendesk plans, you can have multiple
brands associated with your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Setting up multiple brands</a>.</p>
<p class="p">See also: <a class="xref" href="#topic_htb_usj_tf">Multibrand</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title38" class="topic nested2" id="topic_fcg_lhc_tx">
<h3 class="title topictitle3" id="ariaid-title38">Built by Zendesk</h3>
<div class="body">
<p class="p">Apps that are created by Zendesk that can be downloaded and installed into your
configuration. </p>
</div>
</div>
<div aria-labelledby="ariaid-title39" class="topic nested2" id="topic_gzn_moe_tf">
<h3 class="title topictitle3" id="ariaid-title39">Bulk import</h3>
<div class="body">
<p class="p">You can add many users in a single batch with a bulk import. To do this, you create a CSV
(comma separated values) file that contains the user's data. You can also import
organization data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" target="_blank">Bulk importing users and organizations</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title40" class="topic nested2" id="topic_dkd_cpe_tf">
<h3 class="title topictitle3" id="ariaid-title40">Business hours</h3>
<div class="body">
<p class="p">On Suite Growth and above or Support Professional and above, you can set a schedule with
business hours for the days of the week and times of day that your Zendesk is available to
respond to requests. Non-Enterprise plans can set a single schedule, while Enterprise
plans can set multiple schedules. You can use business hours in views, SLA policies,
triggers, automations, and Liquid markup. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business hours and holidays</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title41" class="topic nested2" id="topic_rrs_hpe_tf">
<h3 class="title topictitle3" id="ariaid-title41">Business rules</h3>
<div class="body">
<p class="p">Business rules enable you to customize and manage the ticket workflow. Automations,
macros, SLA service targets, triggers, and views are all types of business rules. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889268378" target="_blank">Streamlining your support workflow</a>. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title42" class="topic nested1" id="topic_mxn_sbl_pw">
<h2 class="title topictitle2" id="ariaid-title42">C</h2>
<div aria-labelledby="ariaid-title43" class="topic nested2" id="topic_zie_aqe_tf">
<h3 class="title topictitle3" id="ariaid-title43">Channels</h3>
<div class="body">
<p class="p">Channels are the ways that you can engage with your customers (how they create support
requests and how you communicate with them). All channel communication is recorded in
tickets. You choose and configure the channels you want your Zendesk to support. To find
out about the available channels, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824097050" target="_blank">About Zendesk channels</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title44" class="topic nested2" id="topic_zru_bte_tf">
<h3 class="title topictitle3" id="ariaid-title44">Chat</h3>
<div class="body">
<p class="p">Chat is a channel that enables your customers to have live chat conversations with your
agents. See also <a class="xref" href="#topic_xzf_1c2_vgc">Messaging</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title45" class="topic nested2" id="topic_t3t_stw_d4">
<h3 class="title topictitle3" id="ariaid-title45">Closed Zendesk Support</h3>
<div class="body">
<p class="p">Your Zendesk Support instance is considered closed when only those users you choose can
submit tickets. This means users must be added to your Zendesk instance in order to submit
support requests. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883658906" target="_blank">Permitting only added users to submit tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title46" class="topic nested2" id="topic_knz_bfl_vgc">
<h3 class="title topictitle3" id="ariaid-title46">Copilot</h3>
<div class="body">
<p class="p">The Zendesk Copilot add-on is a set of powerful artificial intelligence (AI) tools that
are purpose-built for customer service experiences and expand on the AI offerings
already built into the Zendesk Suite. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5524125586330" target="_blank">About Zendesk Copilot</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title47" class="topic nested2" id="topic_dvs_dte_tf">
<h3 class="title topictitle3" id="ariaid-title47">Comment</h3>
<div class="body">
<p class="p">When a ticket request is submitted it contains a subject and a description. All follow-up
communication on the ticket is contained in comments. Agents and requesters can add
comments to the ticket. Comments can also be added by automations, macros, and triggers.
There are two types of comment: public and private (or internal). Everyone, including
anyone copied on a ticket, can see public comments but only agents can see private
comments.</p>
</div>
</div>
<div aria-labelledby="ariaid-title48" class="topic nested2" id="topic_i2b_yxn_fl">
<h3 class="title topictitle3" id="ariaid-title48">Community</h3>
<div class="body">
<p class="p">Part of the help center, the community is where your end users can ask questions, provide
answers, or share ideas. Questions and ideas are associated with discussion topics.
Community contributions can include ideas, tips, or any other community items. Answers can
include observations, clarifications, praise, or any other response that's part of a
typical community discussion. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882689306" target="_blank">Planning and activating community in your help center</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title49" class="topic nested2" id="topic_tbr_g4b_mrb">
<h3 class="title topictitle3" id="ariaid-title49">Context panel</h3>
<div class="body">
<p class="p">The context panel is part of Agent Workspace and provides valuable information agents can
use to get a better understanding of customers and solve tickets quickly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">Using the context panel</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title50" class="topic nested2" id="topic_vgm_f1m_pw">
<h3 class="title topictitle3" id="ariaid-title50">Contextual help</h3>
<div class="body">
<p class="p">A Web Widget (Classic) feature that uses the web page your visitor is currently on, along
with your help center content, to suggest help center articles that may be relevant to
their questions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824357402" target="_blank">About Contextual Help for Web Widget (Classic)</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title51" class="topic nested2" id="topic_wch_t5l_pw">
<h3 class="title topictitle3" id="ariaid-title51">Conversation</h3>
<div class="body">
<p class="p">The thread of messages back and forth between a human and/or AI agent and an end user
while working to resolve a the end user's issue.</p>
</div>
</div>
<div aria-labelledby="ariaid-title52" class="topic nested2" id="topic_pyt_vhx_p4b">
<h3 class="title topictitle3" id="ariaid-title52">Conversation history</h3>
<div class="body">
<p class="p">The record of an ongoing (or past) conversation between a live and/or AI agent and an end
user. Conversation history is available to agents in the Agent Workspace. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828655514#topic_hlt_q4q_gnb" target="_blank">About conversation history</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title53" class="topic nested2" id="topic_toi_gte_tf">
<h3 class="title topictitle3" id="ariaid-title53">CSS customization</h3>
<div class="body">
<p class="p">You can modify the default elements and styles in your help center using CSS (cascading
style sheets) code to more closely match the look of your company's website. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839332250#topic_gxl_3qw_n3" target="_blank">Customizing the CSS or JavaScript in your Help
Center</a>.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> When you edit the page templates, CSS, or JavaScript for a standard theme, it is
saved as a <em class="ph i">custom theme</em>. Custom themes are <em class="ph i">not</em> supported by Zendesk and
are <em class="ph i">not </em>automatically updated. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821255834" target="_blank">About standard themes and custom themes in the help
center</a>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title54" class="topic nested2" id="topic_gnc_jte_tf">
<h3 class="title topictitle3" id="ariaid-title54">Current user</h3>
<div class="body">
<p class="p">In triggers, <strong class="ph b">(current user)</strong> is the last person who updated the ticket. The
<strong class="ph b">(current user)</strong> changes each time someone different updates the ticket. The update
can be made by any agent or end user with access to the ticket.</p>
<p class="p">In views, <strong class="ph b">(current user)</strong> is the agent who is currently viewing that view. This
enables one view to show relevant tickets to each agent, without having to create a
specific view for each individual agent.</p>
</div>
</div>
<div aria-labelledby="ariaid-title55" class="topic nested2" id="topic_dzg_mte_tf">
<h3 class="title topictitle3" id="ariaid-title55">Custom agent roles</h3>
<div class="body">
<p class="p">On Enterprise plans, you can define your own agent roles and assign those roles to any
agent in your Zendesk account. This allows you to define agent roles that suit your own
organizational structure and workflow. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">Creating custom roles and assigning agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title56" class="topic nested2" id="topic_pol_xte_tf">
<h3 class="title topictitle3" id="ariaid-title56">Custom fields</h3>
<div class="body">
<p class="p">You can add custom fields to tickets, users, and organizations. Custom ticket fields can
be visible to agents only or to both agents and end users. Your visible custom ticket
fields appear on your support request form in the help center. Custom ticket fields are
typically used to gather more information about the support issue or product or service.
Custom organization fields and custom user fields are visible to agents only. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838961562#topic_dpz_bgb_2fc" target="_blank">About custom fields</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title57" class="topic nested2" id="topic_xzb_cue_tf">
<h3 class="title topictitle3" id="ariaid-title57">Customer</h3>
<div class="body">
<p class="p">This is often used interchangeably with end user. See <a class="xref" href="#topic_tzq_due_tf">End user</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title58" class="topic nested2" id="topic_in5_wfl_vgc">
<h3 class="title topictitle3" id="ariaid-title58">Customer portal</h3>
<div class="body">
<p class="p">Part of help center where customers submit tickets and also manage their tickets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title59" class="topic nested2" id="topic_cai_cue_tf">
<h3 class="title topictitle3" id="ariaid-title59">Customer satisfaction rating (CSAT)</h3>
<div class="body">
<p class="p">Your end users (customers) can provide feedback about their support experience by rating
their solved tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">About customer satisfaction ratings</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title60" class="topic nested2" id="topic_ndh_wxn_xv">
<h3 class="title topictitle3" id="ariaid-title60">Customized theme</h3>
<div class="body">
<p class="p">When you use the Theme Editor to edit the page templates, CSS, or JavaScript for the
standard help center theme, or when you develop your own theme, it is saved as a <em class="ph i">custom
theme</em>. Custom themes are <em class="ph i">not</em> supported by Zendesk and are <em class="ph i">not</em>
automatically updated when new features are released. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839332250#topic_zkg_rxf_sv" target="_blank">About standard themes and custom themes in the help
center</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title61" class="topic nested1" id="topic_e4y_xbl_pw">
<h2 class="title topictitle2" id="ariaid-title61">D</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title62" class="topic nested2" id="topic_ham_cue_tf">
<h3 class="title topictitle3" id="ariaid-title62">Dashboard</h3>
<div class="body">
<p class="p">A space to present analytics about your Zendesk products. Dashboards allow you to view,
share, and (on some plans) create and customize reports that give you an overview of your
Zendesk data. There are two types of dashboards: prebuilt and custom. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846844826" target="_blank">Understanding dashboards</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title63" class="topic nested2" id="topic_wfv_4vq_vgc">
<h3 class="title topictitle3" id="ariaid-title63">Data masking</h3>
<div class="body">
<p class="p">Data masking allows certain roles to have data obscured based on custom role settings.
This means that while the original data remains intact, it is hidden from view for agents
without permission to see it. This capability allows customers to maintain data integrity
while safeguarding user privacy. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7713908123674" target="_blank">About data masking</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title64" class="topic nested2" id="topic_srr_vvq_vgc">
<h3 class="title topictitle3" id="ariaid-title64">Data redaction</h3>
<div class="body">
<p class="p">Data redaction allows admins or agents in custom roles with permission to permanently
remove sensitive information from tickets, ensuring that deleted data can't be retrieved
or viewed by any agents. Agents can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170" target="_blank">redact ticket content manually</a>, or, with the Advanced Data
Privacy and Protection add-on, admins can create triggers to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">automatically redact ticket data</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title65" class="topic nested2" id="topic_yvp_cue_tf">
<h3 class="title topictitle3" id="ariaid-title65">Dynamic content</h3>
<div class="body">
<p class="p">To provide multiple language support, you can create dynamic content that can then be
referenced via a placeholder in automations, macros, triggers and by many of the system
generated messages such as those sent in email notifications when a user creates an
account. Dynamic content is a powerful tool for streamlining your multiple language
support because the appropriate version of content is automatically displayed to users
based on their language. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066" target="_blank">Providing multiple language support with dynamic content</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title66" class="topic nested1" id="topic_ivv_zbl_pw">
<h2 class="title topictitle2" id="ariaid-title66">E</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title67" class="topic nested2" id="topic_zzt_cue_tf">
<h3 class="title topictitle3" id="ariaid-title67">Email forwarding</h3>
<div class="body">
<p class="p">Many accounts prefer to use their own email addresses rather than use a Zendesk address.
You can set up email forwarding to accept email at your own address (for example,
help@mycompany.com) and then forward it to your Zendesk address
(support@mycompany.zendesk.com). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886828698" target="_blank">Forwarding incoming email from your existing email address to Zendesk Support</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title68" class="topic nested2" id="topic_ifz_cue_tf">
<h3 class="title topictitle3" id="ariaid-title68">Email notifications</h3>
<div class="body">
<p class="p">Email notifications can be generated via a trigger or automation when a ticket is
updated. Common notifications include a new public comment added to the ticket or a change
to the ticket status. You can customize your email templates to match your branding and to
modify the wording. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886168090" target="_blank">Customizing your email templates</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title69" class="topic nested2" id="topic_xm4_yny_vgc">
<h3 class="title topictitle3" id="ariaid-title69">Employee service</h3>
<div class="body">
<p class="p">Employee service management is a strategic initiative aimed at elevating employee support
by streamlining HR, IT, and other internal support functions, automating routine tasks,
and empowering employees with self-service capabilities. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8836478757914" target="_blank">Zendesk Employee Service Suite overview</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title70" class="topic nested2" id="topic_tzq_due_tf">
<h3 class="title topictitle3" id="ariaid-title70">End user</h3>
<div class="body">
<p class="p">End users (often referred to as <em class="ph i">customers</em>) are people who generate support
requests from any of the available support channels (help center, email, voice, messaging,
and so on.). End users do not have access to any of the admin and agent features of
Zendesk. They can only submit and track tickets and communicate with agents publicly
(meaning their comments can never be private). For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title71" class="topic nested2" id="topic_rov_due_tf">
<h3 class="title topictitle3" id="ariaid-title71">Extensions</h3>
<div class="body">
<p class="p">Extensions are tools that extend the functionality of your Zendesk. For example, you can
add CSS and JavaScript widgets to customize the look or functionality of Zendesk or you
can enable integrations with cloud-based software applications and services such as
Salesforce, Google Analytics, and Constant Contact - just to name a few. Extensions can be
configured by agents with admin permissions.</p>
</div>
</div>
<div aria-labelledby="ariaid-title72" class="topic nested2" id="topic_buz_due_tf">
<h3 class="title topictitle3" id="ariaid-title72">External email domain</h3>
<div class="body">
<p class="p">You can change your email address to an email domain other than myaccount.zendesk.com,
making it appear that it originated from your own email address (help@mycompany.com). See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886828698" target="_blank">Forwarding your incoming email to Zendesk Support</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title73" class="topic nested1" id="topic_tmv_2cl_pw">
<h2 class="title topictitle2" id="ariaid-title73">F</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title74" class="topic nested2" id="topic_r1b_hdn_pw">
<h3 class="title topictitle3" id="ariaid-title74">First reply time (FRT)</h3>
<div class="body">
<p class="p">A metric that counts the number of minutes between the time a ticket is created, and the
timestamp of the first public agent comment on that ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821871642" target="_blank">Calculating first reply time</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title75" class="topic nested2" id="topic_iqh_4hx_p4b">
<h3 class="title topictitle3" id="ariaid-title75">Flow (legacy)</h3>
<div class="body">
<p class="p">A flow is a collection of answers, created in bot builder, that define an AI agent's
behavior in an interaction with an end user. Only available for customers who had any drafted or published AI agents as of February 2, 2025. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">Creating answers for common customer questions in AI agents
(Legacy)</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title76" class="topic nested1" id="topic_ltd_hcl_pw">
<h2 class="title topictitle2" id="ariaid-title76">G</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title77" class="topic nested2" id="topic_eja_fue_tf">
<h3 class="title topictitle3" id="ariaid-title77">Group</h3>
<div class="body">
<p class="p">Groups are used to create collections of agents. Agents can belong to more than one
group. End users cannot be added to groups, only organizations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Creating, managing, and using groups</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title78" class="topic nested2" id="topic_bbt_ssj_tf">
<h3 class="title topictitle3" id="ariaid-title78">Group stations</h3>
<div class="body">
<p class="p">This refers to the number of groups that have successively been assigned to a ticket. Use
the metric in the Support: Tickets dataset to track group station and group station can be
used as a condition in triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating and managing triggers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title79" class="topic nested2" id="topic_x2k_rsv_2fb">
<h3 class="title topictitle3" id="ariaid-title79">Guided mode</h3>
<div class="body">
<p class="p">Guided mode is a custom role option that requires agents to work through tickets using
the Play button. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825479066" target="_blank">Setting up Guided mode</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title80" class="topic nested1" id="topic_rt1_jcl_pw">
<h2 class="title topictitle2" id="ariaid-title80">H</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title81" class="topic nested2" id="topic_kq1_1wn_fl">
<h3 class="title topictitle3" id="ariaid-title81">Help center</h3>
<div class="body">
<p class="p">The help center is the customer-facing self-service portal that can consist of a
knowledge base, a community, and a customer request portal. End users can use the
knowledge base for help or turn to the community for answers. If they can't find an
answer, they can submit a request to an agent. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank">Getting started with help center</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882689306" target="_blank">Getting started with community</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title82" class="topic nested2" id="topic_qkc_vnp_ms">
<h3 class="title topictitle3" id="ariaid-title82">Holidays</h3>
<div class="body">
<p class="p">You can schedule holidays as exceptions to the business hours set in your schedule. You
can add as many holidays as you like, and they will be treated as outside of business
hours and not count toward any metrics you measure in business hours. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business hours and holidays</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title83" class="topic nested2" id="topic_yhy_ssj_tf">
<h3 class="title topictitle3" id="ariaid-title83">Host mapping</h3>
<div class="body">
<p class="p">Host mapping (also referred to as domain mapping) is the ability to map your default
Zendesk domain URL to a different URL. For example, rather than using
http://support.mycompany.zendesk.com you may want your Zendesk URL to contain your
company's name, like this: http://support.mycompany.com. You need to configure this with
your domain provider. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838571930" target="_blank">Changing the address of your help center subdomain (host
mapping)</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title84" class="topic nested1" id="topic_fwx_kcl_pw">
<h2 class="title topictitle2" id="ariaid-title84">I</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title85" class="topic nested2" id="topic_iss_kwl_pw">
<h3 class="title topictitle3" id="ariaid-title85">Integration</h3>
<div class="body">
<p class="p">External applications created and designed to work with your Zendesk, to create a bridge
between your Zendesk and the external app. Many integrations are offered through the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Zendesk Marketplace</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title86" class="topic nested2" id="topic_nkd_wnn_jq">
<h3 class="title topictitle3" id="ariaid-title86">Insights (legacy)</h3>
<div class="body">
<p class="p">Insights was a legacy analytics offering with data and best-practice dashboards to help
you make sense of your data. Insights was replaced by Zendesk Explore, which was later
renamed Analytics.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title87" class="topic nested1" id="topic_azf_mcl_pw">
<h2 class="title topictitle2" id="ariaid-title87">K</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title88" class="topic nested2" id="topic_fod_tsj_tf">
<h3 class="title topictitle3" id="ariaid-title88">Knowledge base</h3>
<div class="body">
<p class="p">Part of the help center, the knowledge base houses the official support content offered
by your company or organization. You can create articles and arrange them into sections
and categories. Your end users may be allowed to comment on articles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845897370" target="_blank">Organizing help center knowledge base content in categories and
sections</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839258778" target="_blank">Creating articles in the knowledge base</a>.</p>
<p class="p"> </p>
</div>
</div>
<div aria-labelledby="ariaid-title89" class="topic nested2" id="topic_dnp_xzd_hhb">
<h3 class="title topictitle3" id="ariaid-title89">Knowledge (formerly Guide)</h3>
<div class="body">
<p class="p">A knowledge solution to provide end users with a complete self-service support option and
empower agents to better help customers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674" target="_blank">Getting started with your help center</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title90" class="topic nested1" id="topic_xcm_ncl_pw">
<h2 class="title topictitle2" id="ariaid-title90">L</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title91" class="topic nested2" id="topic_j5x_52l_vgc">
<h3 class="title topictitle3" id="ariaid-title91">labels</h3>
<div class="body">
<p class="p">Labels are a single word or a multiple-word phrase you can add to a help center article
to influence article search relevance. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835056154" target="_blank">Using labels on your help center articles</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title92" class="topic nested2" id="topic_zni_tsj_tf">
<h3 class="title topictitle3" id="ariaid-title92">Legacy agent</h3>
<div class="body">
<p class="p">This is a system custom agent role. If you upgrade your account to the Enterprise
version, this role is used for all agents who have not been assigned to one of the other
Enterprise roles. Each agent's permissions are the same as they had previously on the plan
you upgraded from. If you assign all your agents to Enterprise agent roles, this role will
disappear. You cannot select this agent role, it's only used to designate agents not yet
assigned Enterprise roles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">Understanding system custom agent roles</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title93" class="topic nested2" id="topic_qjn_tsj_tf">
<h3 class="title topictitle3" id="ariaid-title93">Light agent</h3>
<div class="body">
<p class="p">Light agent is a limited agent role. Light agents can be CC'd on tickets, can view
tickets, and can add private comments to tickets within their groups. They cannot be
assigned to or edit tickets. Light agents can be given permission to view reports or they
can be restricted from viewing any reports. They cannot create or edit a report. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding light agent permissions</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title94" class="topic nested2" id="topic_nis_tsj_tf">
<h3 class="title topictitle3" id="ariaid-title94">Liquid markup</h3>
<div class="body">
<p class="p">Liquid markup is the templating language that Zendesk uses to enable <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank">placeholders</a>. You can also use Liquid markup to customize how
this data is selected and displayed as output in ticket comments and email notifications.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883291290" target="_blank">Using Liquid markup to customize comments and email
notifications</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title95" class="topic nested1" id="topic_yqv_4cl_pw">
<h2 class="title topictitle2" id="ariaid-title95">M</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title96" class="topic nested2" id="topic_ufx_tsj_tf">
<h3 class="title topictitle3" id="ariaid-title96">Macro</h3>
<div class="body">
<p class="p">A macro is a prepared response or action that agents can use to quickly respond to
support requests that can be answered with a standard response or to modify a ticket.
Macros contain actions, which can include updates to ticket properties. Agents manually
apply macros when they are creating or updating tickets. Macros can also be organized into
categories to help agents quickly locate them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602" target="_blank">Using macros to update tickets and chat sessions</a> .</p>
</div>
</div>
<div aria-labelledby="ariaid-title97" class="topic nested2" id="topic_w2b_yzf_qxb">
<h3 class="title topictitle3" id="ariaid-title97">Managed account</h3>
<div class="body">
<p class="p">A type of Zendesk account that requires contacting Zendesk to make subscription changes.
The account owner and billing admins cannot make changes using the Subscription page in
Admin Center. They must contact Zendesk to make the change. Also called a
<em class="ph i">sales-assisted</em> account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">About Zendesk account types for billing and subscription
management</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title98" class="topic nested2" id="topic_xkz_1tw_d4">
<h3 class="title topictitle3" id="ariaid-title98">Markdown</h3>
<div class="body">
<p class="p">Markdown is a simple markup language you can use to easily add formatting, links, and
images to plain text in certain fields in Zendesk. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846544922" target="_blank">Formatting text with Markdown.</a>
</p>
</div>
</div>
<div aria-labelledby="ariaid-title99" class="topic nested2" id="topic_rrh_rbn_pw">
<h3 class="title topictitle3" id="ariaid-title99">Metrics</h3>
<div class="body">
<p class="p">Metrics are quantifiable measures used to track and assess the status of a specific
process. Zendesk collects time-based metrics (first reply time, full resolution time,
requester wait time), effort metrics (number of replies, reopened or reassigned tickets),
agent activity metrics (online time, availability, resolved tickets), and others, as well
as custom metrics, and uses them to analyze the quality of user services.</p>
</div>
</div>
<div aria-labelledby="ariaid-title100" class="topic nested2" id="topic_xzf_1c2_vgc">
<h3 class="title topictitle3" id="ariaid-title100">Messaging</h3>
<div class="body">
<p class="p">Messaging is a channel that lets your customers have conversations with your agents that
are persistent, with full context and history. You can offer messaging through your
website or help center, or mobile apps. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827701530" target="_blank">Getting started with messaging</a>. See also <a class="xref" href="#topic_jyf_jjx_p4b">Social messaging</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title101" class="topic nested2" id="topic_s3k_v3n_jq">
<h3 class="title topictitle3" id="ariaid-title101">Mobile SDK</h3>
<div class="body">
<p class="p">The Mobile SDK enables you to embed Zendesk support options directly in your native app,
including help center browsing and searching, ticket submission and viewing, and a Rate My
App component. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845951002" target="_blank">Using the Mobile SDK to embed customer service in your app</a>. Also
see our Mobile SDK developer documentation for <a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/getting_started/" target="_blank">Android</a> and <a class="xref" href="https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/getting_started/" target="_blank">IOS</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title102" class="topic nested2" id="topic_htb_usj_tf">
<h3 class="title topictitle3" id="ariaid-title102">Multibrand</h3>
<div class="body">
<p class="p">The ability to set up multiple brands in your instance. Brand is a customer facing
identity, represented by a collection of contact points for your customers. Brand is also
a ticket value added to all your tickets. Depending on your Zendesk plan, you can add from
5 up to 300 brands. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Setting up multiple brands</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title103" class="topic nested1" id="topic_kq2_qcl_pw">
<h2 class="title topictitle2" id="ariaid-title103">N</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title104" class="topic nested2" id="topic_vqg_usj_tf">
<h3 class="title topictitle3" id="ariaid-title104">Non-restricted agent</h3>
<div class="body">
<p class="p">A non-restricted agent is an agent who has access to all tickets. In other words, they
have not been restricted to only the group or groups to which they belong, the
organization they belong to, or to the tickets they have been assigned to. The ability to
refer to these agents can be useful when creating triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk Support user roles</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title105" class="topic nested1" id="topic_b1x_rcl_pw">
<h2 class="title topictitle2" id="ariaid-title105">O</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title106" class="topic nested2" id="topic_zcz_qty_vgc">
<h3 class="title topictitle3" id="ariaid-title106">Omnichannel routing</h3>
<div class="body">
<p class="p">The Zendesk routing solution that directs tickets from email, calls, and messaging to
agents based on availability and capacity. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">About omnichannel routing</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title107" class="topic nested2" id="topic_kfr_wyf_qxb">
<h3 class="title topictitle3" id="ariaid-title107">Online-assisted account</h3>
<div class="body">
<p class="p">A type of Zendesk account that allows the account owner and billing admins to make a
limited set of changes to their subscription directly from the Subscription page in Admin
Center. Also called an <em class="ph i">assisted-online </em>account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">About Zendesk account types for billing and subscription
management</a> .</p>
</div>
</div>
<div aria-labelledby="ariaid-title108" class="topic nested2" id="topic_zqj_p5w_d4">
<h3 class="title topictitle3" id="ariaid-title108">Open Zendesk Support</h3>
<div class="body">
<p class="p">Your Zendesk Support instance is open if any user can see your help center and submit
support requests. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881989018" target="_blank">Enabling anyone to submit tickets in Zendesk Support</a>
</p>
</div>
</div>
<div aria-labelledby="ariaid-title109" class="topic nested2" id="topic_afl_usj_tf">
<h3 class="title topictitle3" id="ariaid-title109">Organization</h3>
<div class="body">
<p class="p">Organizations are collections of users (agents and end users). After you create them, you
can use organizations to define views, as criteria for assigning tickets, as conditions in
automations and triggers, to define access to forums, and in your reports. 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> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank"><u class="ph u">Creating organizations</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title110" class="topic nested2" id="topic_qhq_usj_tf">
<h3 class="title topictitle3" id="ariaid-title110">Owner</h3>
<div class="body">
<p class="p">The account owner is a type of admin. The account name is associated with the account
owner, who is usually the person who created the account. There can only be one account
owner. However, account ownership can be reassigned by the account owner to another admin.
The account owner can access areas of Support that other regular admins cannot, such as
invoicing, payment options, and benchmarking for the account. 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>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title111" class="topic nested1" id="topic_pjg_tcl_pw">
<h2 class="title topictitle2" id="ariaid-title111">P</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title112" class="topic nested2" id="topic_emy_dzm_pw">
<h3 class="title topictitle3" id="ariaid-title112">Permissions</h3>
<div class="body">
<p class="p">Authorizations granted to users that define which parts of Zendesk they can access and
what tasks they can perform. Permissions are attached to roles. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank"><u class="ph u">Adding agents and admins</u></a>, and <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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title113" class="topic nested2" id="topic_xav_usj_tf">
<h3 class="title topictitle3" id="ariaid-title113">Personalized email replies</h3>
<div class="body">
<p class="p">The email address used in replies to show the user's name as a friendly name (for
example, "Claire Grenier &lt;notifications-support@<em class="ph i">yoursubdomain</em>.zendesk.com&gt;").
You can turn personalized email replies off to show your Zendesk account name instead (for
example, "MondoCam Support Center
&lt;notifications-support@<em class="ph i">yoursubdomain</em>.zendesk.com&gt;"). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887209498" target="_blank"><u class="ph u">Understanding personalized email replies</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title114" class="topic nested2" id="topic_xry_iwj_tf">
<h3 class="title topictitle3" id="ariaid-title114">Placeholders</h3>
<div class="body">
<p class="p">The references to ticket and user data that you include in the subject and text fields of
email notifications. Without placeholders it is impossible to create automatic
notifications. You'd have to manually enter the data for each ticket. Placeholders are
contained in double curly brackets,for example: {{ticket.assignee.name}}. For example, you
can view the list of available system placeholders when creating macros. Custom fields can
also be referenced as placeholders. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank"><u class="ph u">Using placeholders</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title115" class="topic nested2" id="topic_hsk_rdn_pw">
<h3 class="title topictitle3" id="ariaid-title115">Play mode</h3>
<div class="body">
<p class="p">Automatically guides you through the available tickets in a view. Depending on the
settings configured by your admin, you might be automatically launched into Play mode when
you select a view. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9186492658714" target="_blank"><u class="ph u">Using Play mode to quickly work through tickets</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title116" class="topic nested2" id="topic_fwd_jwj_tf">
<h3 class="title topictitle3" id="ariaid-title116">Priority</h3>
<div class="body">
<p class="p">Each ticket is assigned a priority. The ticket priority is used to generate views and
reports, as conditions and actions in automations and triggers, and as actions in macros.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank"><u class="ph u">About ticket fields</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title117" class="topic nested2" id="topic_j5b_3xt_y2b">
<h3 class="title topictitle3" id="ariaid-title117">Private ticket</h3>
<div class="body">
<p class="p">A private ticket contains only private (internal) comments and no public comments. A
private ticket can be created by enabling the first ticket comment to be private. When
enabled, new tickets created by agents default to the internal note option, as do all
subsequent comments, until a public reply is made. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618" target="_blank">Creating a private ticket on behalf of a user</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title118" class="topic nested2" id="topic_hkp_lyk_vgc">
<h3 class="title topictitle3" id="ariaid-title118">Private ticket group</h3>
<div class="body">
<p class="p">Admins can designate a group as <em class="ph i">private</em>. This means that agents outside the group
generally can’t access tickets assigned to it, although agents may be granted permission
to view private tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">About private ticket groups</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title119" class="topic nested2" id="topic_hm4_ndl_pw">
<h3 class="title topictitle3" id="ariaid-title119">Product menu</h3>
<div class="body">
<p class="p">The product menu in the header that enables agents to easily switch among the various
products that Zendesk offers. Clicking a product name within the menu will open the
product. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank"><u class="ph u">Switching among Zendesk products</u></a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title120" class="topic nested1" id="topic_fnx_wcl_pw">
<h2 class="title topictitle2" id="ariaid-title120">R</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title121" class="topic nested2" id="topic_rsy_ply_vgc">
<h3 class="title topictitle3" id="ariaid-title121">Redaction</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_srr_vvq_vgc">Data redaction</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title122" class="topic nested2" id="topic_hti_jwj_tf">
<h3 class="title topictitle3" id="ariaid-title122">Remote authentication</h3>
<div class="body">
<p class="p">Refers to the process of authenticating your users outside of your Zendesk (for example,
via social media single sign-on providers such as Facebook and Google, or via Enterprise
single sign-on using JSON Web Token (JWT) or Secure Assertion Markup Language (SAML). See
<a class="xref" href="https://support.zendesk.com/hc/en-us/sections/360004313454" target="_blank"><u class="ph u">Setting up single sign-on</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title123" class="topic nested2" id="topic_yzc_dgl_vgc">
<h3 class="title topictitle3" id="ariaid-title123">Requester</h3>
<div class="body">
<p class="p">A requester is the person who is asking for support through a ticket. By default, the
requester of a ticket is the submitter, but the requester can be changed. For example, if
an agent opens a ticket on behalf of a customer, the customer would be the requester and
the agent would be the submitter. The term is used in macros, views, automations,
triggers, and reports to refer to the person that the support request is intended to help.
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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title124" class="topic nested2" id="topic_knr_jwj_tf">
<h3 class="title topictitle3" id="ariaid-title124">Request portal</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_in5_wfl_vgc">Customer portal</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title125" class="topic nested2" id="topic_evv_jwj_tf">
<h3 class="title topictitle3" id="ariaid-title125">Restricted agent</h3>
<div class="body">
<p class="p">The term is used for agents whose ticket access has been limited to all tickets in the
agent's group, tickets requested by users in this agent's organization, or tickets
assigned to the restricted agent. An agent's access can be restricted via their user
profile. 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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title126" class="topic nested2" id="topic_rpz_jvw_d4">
<h3 class="title topictitle3" id="ariaid-title126">Restricted help center</h3>
<div class="body">
<p class="p">In a restricted help center, end users are required to sign in to access your help
center. Anonymous users cannot access your help center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank"><u class="ph u">Restricting help center access to signed-in end
users</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title127" class="topic nested2" id="topic_fqd_dkb_kv">
<h3 class="title topictitle3" id="ariaid-title127">Restricted Zendesk Support</h3>
<div class="body">
<p class="p">Your instance of Zendesk Support is restricted if you are an unregistered user. Only
users with email addresses in domains that have been approved can register and submit
support requests. All other users' requests are either sent to the Suspended Tickets queue
or completely rejected, depending on your setup. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893912986" target="_blank"><u class="ph u">Permitting only users with approved email addresses to submit
tickets</u></a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title128" class="topic nested2" id="topic_hw3_twm_pw">
<h3 class="title topictitle3" id="ariaid-title128">Roles</h3>
<div class="body">
<p class="p">Roles define the permissions and access that a user has in your Zendesk account. Roles
are assigned to both external users and internal users. 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> and <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>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title129" class="topic nested1" id="topic_vm4_cdl_pw">
<h2 class="title topictitle2" id="ariaid-title129">S</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title130" class="topic nested2" id="topic_vzp_pxk_vgc">
<h3 class="title topictitle3" id="ariaid-title130">Sales-assisted account</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_w2b_yzf_qxb">Managed account</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title131" class="topic nested2" id="topic_eia_kwj_tf">
<h3 class="title topictitle3" id="ariaid-title131">SAML</h3>
<div class="body">
<p class="p">Secure Assertion Markup Language (SAML) is one of the two types of single sign-on
available for remotely authenticating users, the other is JSON Web Token (JWT). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883587226" target="_blank"><u class="ph u">Single sign-on (SSO) options in Zendesk</u></a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title132" class="topic nested2" id="topic_xb1_tyw_d4">
<h3 class="title topictitle3" id="ariaid-title132">Sandbox</h3>
<div class="body">
<p class="p">A sandbox is an internal-only instance of Zendesk that you can use to set up and test
changes before moving them to your customer-facing production instance. Sandboxes
replicate information and configurations from your production Zendesk account, such as
roles, groups, triggers, business rules, and some ticket data. One sandbox is included
with on Support Enterprise plans, and two are included in Suite Enterprise and Enterprise
plus plans. Additionally, sandboxes can be purchased as an add-on for Support Professional
plans and above and Suite Growth plans and above. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/115015675208" target="_blank"><u class="ph u">About Zendesk sandbox environments</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title133" class="topic nested2" id="topic_3x3_mnp_ms">
<h3 class="title topictitle3" id="ariaid-title133">Schedule</h3>
<div class="body">
<p class="p">You can set a schedule for your Zendesk account that includes a time zone, business
hours, and holidays. On Enterprise plans, you can set multiple schedules. You can use your
scheduled business hours in views, SLA policies, triggers, automations, and Liquid markup.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842938522" target="_blank">Setting your schedule with business hours and holidays</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title134" class="topic nested2" id="topic_eg1_rzf_qxb">
<h3 class="title topictitle3" id="ariaid-title134">Self-service account</h3>
<div class="body">
<p class="p">A type of Zendesk account that allows the account owner and billing admins to make
changes to their subscription directly from the Subscription page in Admin Center. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833931674" target="_blank">About Zendesk account types for billing and subscription
management</a> .</p>
</div>
</div>
<div aria-labelledby="ariaid-title135" class="topic nested2" id="topic_fpr_ysc_smb">
<h3 class="title topictitle3" id="ariaid-title135">Sell (legacy)</h3>
<div class="body">
<p class="p">Zendesk Sell is a legacy sales force automation (SFA) tool. It enables your sales teams
to enhance productivity, processes, and pipeline visibility. See the <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/4405298868250" target="_blank">Sell documentation</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title136" class="topic nested2" id="topic_wcw_l2q_cg">
<h3 class="title topictitle3" id="ariaid-title136">Service Level Agreements (SLAs)</h3>
<div class="body">
<p class="p">You can define Service Level Agreement (SLA) policies so you and your agents can better
monitor your service level performance and meet your service level goals. SLAs are
typically an agreed upon measurement of the average response and resolution times that
your support team delivers to your customers. Providing support based on an SLA ensures
that you are delivering a measured and predictable service, and have greater visibility
when there are problems. 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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title137" class="topic nested2" id="topic_uff_kwj_tf">
<h3 class="title topictitle3" id="ariaid-title137">Shared organization</h3>
<div class="body">
<p class="p">A shared organization allows all users within that organization to see all of the
organization's tickets and (optionally), allows those users to comment on each other's
tickets. An admin can set up shared organizations when creating or editing an
organization. As an admin, you also have the option of granting this privilege to select
end users instead, setting it up in the user's profile. 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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title138" class="topic nested2" id="topic_s55_k22_hhb">
<h3 class="title topictitle3" id="ariaid-title138">Side conversations</h3>
<div class="body">
<p class="p">Side conversations, also known as private conversation threads, are spaces in a ticket
where agents can have a side conversation with a specific group of people, or discuss a
specific area of concern or course of action. You can use a side conversation to organize
information about a ticket. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844206746" target="_blank"><u class="ph u">Using side conversations in tickets</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title139" class="topic nested2" id="topic_jnj_kwj_tf">
<h3 class="title topictitle3" id="ariaid-title139">Single Sign-On</h3>
<div class="body">
<p class="p">In addition to the user authentication provided by Zendesk, you can also use single
sign-on (SSO) to authenticate your users outside of your Zendesk. There are two types:
social media SSO and Enterprise SSO. Social media SSO has additional login options that
you can provide for your customers convenience. For example, you can make Facebook,
Google, and X (formerly Twitter) logins available on your login page. Enterprise SSO is provided by
JSON Web Token (JWT) and Secure Assertion Markup Language (SAML). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883587226" target="_blank"><u class="ph u">Single sign-on (SSO) options in Zendesk</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title140" class="topic nested2" id="topic_jyf_jjx_p4b">
<h3 class="title topictitle3" id="ariaid-title140">Social messaging</h3>
<div class="body">
<p class="p">A channel for customers to communicate with their end users through third-party social
media services. See<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794" target="_blank"><u class="ph u"> Getting started with social messaging</u></a>. See also <a class="xref" href="#topic_xzf_1c2_vgc">Messaging</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title141" class="topic nested2" id="topic_azz_2s5_r4b">
<h3 class="title topictitle3" id="ariaid-title141">Staff</h3>
<div class="body">
<p class="p">Collective term sometimes used for users with an admin or agent role in Zendesk. Does not
include end users.</p>
</div>
</div>
<div aria-labelledby="ariaid-title142" class="topic nested2" id="topic_2rk_p2q_cg">
<h3 class="title topictitle3" id="ariaid-title142">Staff agent</h3>
<div class="body">
<p class="p">This is a system custom agent role. A Staff agent's primary role is to solve tickets.
They can edit tickets within their groups, view reports, and add or edit personal views
and macros. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">Understanding system custom agent roles in
Zendesk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title143" class="topic nested2" id="topic_fjl_mxn_xv">
<h3 class="title topictitle3" id="ariaid-title143">Standard theme</h3>
<div class="body">
<p class="p">The default theme that comes with a help center and is used to define the layout of your
help center, is the Copenhagen theme. This theme is supported by Zendesk and automatically
updates when new theme features are released. You can also update the Copenhagen theme by
using branding and advanced settings in the Settings panel. However, you cannot edit the
code to customize the theme, otherwise it will no longer be considered a standard theme.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821255834" target="_blank"><u class="ph u">About the standard theme and custom themes in your help
center</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title144" class="topic nested2" id="topic_hqh_s2q_cg">
<h3 class="title topictitle3" id="ariaid-title144">Status</h3>
<div class="body">
<p class="p">Each ticket is assigned a status. There are five status values in total: New, Open,
Pending, On-hold, Solved, and Closed. The ticket status is used to generate views and
reports. It's also used as a condition in automations, macros, and triggers. The status
can only be changed to Closed via automations and triggers (not manually). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank"><u class="ph u">About ticket fields</u></a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title145" class="topic nested2" id="topic_swn_h2f_3xb">
<h3 class="title topictitle3" id="ariaid-title145">Subdomain</h3>
<div class="body">
<p class="p">Your subdomain is part of the URL address you use to access your Zendesk account. Your
subdomain uniquely identifies your Zendesk account on the network. The convention for
accessing your Zendesk account is https://<em class="ph i">yoursubdomain</em>.zendesk.com. An example
would be https://mayfield.zendesk.com, where <em class="ph i">mayfield</em> is your subdomain. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_whk_vpj_fcc" target="_blank">Viewing account information on Admin Center Home</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title146" class="topic nested2" id="topic_p4y_x41_ksb">
<h3 class="title topictitle3" id="ariaid-title146">Submitter</h3>
<div class="body">
<p class="p">A submitter is the person who actually creates a ticket. By default, the submitter of a
ticket is the requester, but the requester can be changed (the submitter cannot be). For
example, if an agent opens a ticket on behalf of a customer, the agent would be the
submitter and the customer would be the requester. 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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title147" class="topic nested2" id="topic_4bj_clw_3n">
<h3 class="title topictitle3" id="ariaid-title147">Support addresses</h3>
<div class="body">
<p class="p">Any email address you want to use to receive support requests as tickets can be added to
your Zendesk as a <em class="ph i">support address</em>. Support addresses can be either variations of
your Zendesk address or external email addresses. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842868506" target="_blank">Adding support addresses for users to submit tickets</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title148" class="topic nested2" id="topic_jrv_52q_cg">
<h3 class="title topictitle3" id="ariaid-title148">Support request</h3>
<div class="body">
<p class="p">This term is used to describe what end users create in the help center or any other
channel, such as email, voice, and messaging, when they request help. Support requests
become tickets in Zendesk Support.</p>
</div>
</div>
<div aria-labelledby="ariaid-title149" class="topic nested2" id="topic_vgf_x2q_cg">
<h3 class="title topictitle3" id="ariaid-title149">Suspend a user</h3>
<div class="body">
<p class="p">Users can be suspended, which means that they are no longer able to sign in to Zendesk
Support and any new support requests you receive from the user are sent to the suspended
tickets queue. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending a user</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title150" class="topic nested2" id="topic_qcn_1fq_cg">
<h3 class="title topictitle3" id="ariaid-title150">Suspended ticket</h3>
<div class="body">
<p class="p">Based on a number of factors (such as an email being flagged as spam) some of the email
coming into Zendesk Support might be suspended or even rejected. Email messages that are
suspended are added to the suspended tickets queue from where they can be recovered or
deleted. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146" target="_blank">Managing suspended tickets and spam</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title151" class="topic nested1" id="topic_pdr_fdl_pw">
<h2 class="title topictitle2" id="ariaid-title151">T</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title152" class="topic nested2" id="topic_bmb_2fq_cg">
<h3 class="title topictitle3" id="ariaid-title152">Tag</h3>
<div class="body">
<p class="p">To help you categorize, act on, or search for tickets, you can add tags. Tags can be
added to tickets automatically based on the words in the request, manually by agents, or
via triggers, automations, and macros. Once added, you can create views by tags, search
for tags and the tickets in which they are included, and use tags in your triggers,
automations, and macros. Tags can be added to users and organizations and these tags can
then be used in business rules to manage the ticket workflow. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482" target="_blank">Working with ticket tags</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and organizations</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title153" class="topic nested2" id="topic_zdc_sd1_gh">
<h3 class="title topictitle3" id="ariaid-title153">Target</h3>
<div class="body">
<p class="p">You can notify an email target when a ticket is created or updated. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883282458" target="_blank">Notifying external email targets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title154" class="topic nested2" id="topic_v2l_5d1_gh">
<h3 class="title topictitle3" id="ariaid-title154">Team leader</h3>
<div class="body">
<p class="p">This is a system custom agent role. Team leaders have greater access to Zendesk Support
than staff agents. They can read and edit all tickets, moderate forums, and create and
edit end-users, groups, and organizations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_clf_k5q_qk" target="_blank">Understanding system custom agent roles in Zendesk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title155" class="topic nested2" id="topic_5jg_fh1_gh">
<h3 class="title topictitle3" id="ariaid-title155">Ticket</h3>
<div class="body">
<p class="p">Support requests received from any of your <a class="xref" href="#topic_zie_aqe_tf">channels</a>) become tickets in Zendesk. Each ticket is assigned to an agent to
solve and all activity related to solving the support request is captured as details
within the ticket. Ticket data includes Subject, Email, Description, Status, Type,
Priority, Group, Assignee, Tags, and any other custom fields you create. Each ticket
requires a subject, email address, and description. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">About ticket fields</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title156" class="topic nested2" id="topic_k2x_kqg_4mb">
<h3 class="title topictitle3" id="ariaid-title156">Ticket form</h3>
<div class="body">
<p class="p">A ticket form is a set of predefined ticket fields for a specific support request. The
ticket form determines the fields and data a ticket contains. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating multiple ticket forms to support different request
types</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title157" class="topic nested2" id="topic_t2f_mgn_pw">
<h3 class="title topictitle3" id="ariaid-title157">Ticket deflection</h3>
<div class="body">
<p class="p">Providing information to users so they find answers to their questions on their own
rather than submitting help tickets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title158" class="topic nested2" id="topic_mxn_sh1_gh">
<h3 class="title topictitle3" id="ariaid-title158">Ticket sharing</h3>
<div class="body">
<p class="p">Tickets can be shared between Zendesk accounts so that you can collaboratively solve
tickets. You establish sharing agreements with other Zendesk accounts and specify the
terms under which sharing can occur, and how shared tickets are managed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893967514" target="_blank">Sharing tickets with other Zendesk Support accounts</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title159" class="topic nested2" id="topic_lgf_wsm_pw">
<h3 class="title topictitle3" id="ariaid-title159">Time-based events</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_dfr_hoe_tf">Automations</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title160" class="topic nested2" id="topic_q4v_vmn_gcc">
<h3 class="title topictitle3" id="ariaid-title160">Topic</h3>
<div class="body">
<p class="p">A topic classifies what a ticket is about. Topics are used in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent triage</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5537827011994" target="_blank">topic suggestions</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4422584657434" target="_blank">suggested topics</a> features. End users
in different organizations and industries may raise different topics.</p>
</div>
</div>
<div aria-labelledby="ariaid-title161" class="topic nested2" id="topic_blx_yh1_gh">
<h3 class="title topictitle3" id="ariaid-title161">Triggers</h3>
<div class="body">
<p class="p">Creating or updating tickets generates events. You can use these events to automatically
modify tickets and send email notifications. For example, when a new ticket is created
Zendesk sends an email confirmation to the person who generated the ticket (the
requester). The mechanism that enables this is called a trigger. Using triggers, you can
also automatically assign a ticket to a specific support agent or support group based on
the email address it was sent to, the organization to which the requester belongs, or
keywords contained in the request message. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank">About the standard Zendesk Support triggers</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating and managing triggers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title162" class="topic nested2" id="topic_nrp_cj1_gh">
<h3 class="title topictitle3" id="ariaid-title162">Type</h3>
<div class="body">
<p class="p">Each ticket is assigned a type. There are four values for type: Question, Incident,
Problem, Task. The ticket type is used throughout Zendesk Support to generate views and
reports and it's also used as a condition in automations, macros, and triggers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">About ticket fields</a>. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title163" class="topic nested1" id="topic_jnw_hdl_pw">
<h2 class="title topictitle2" id="ariaid-title163">U</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title164" class="topic nested2" id="topic_xjr_shb_h">
<h3 class="title topictitle3" id="ariaid-title164">User alias</h3>
<div class="body">
<p class="p">If aliases are enabled for your help center, you can set up an alias in your help center
profile that is used in place of your name when you post or comment. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820367642" target="_blank">Adding or editing your help center alias</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title165" class="topic nested2" id="topic_rv3_ygl_vgc">
<h3 class="title topictitle3" id="ariaid-title165">User segment</h3>
<div class="body">
<p class="p">A collection of end users and agents defined by a specific set of attributes and used to
determine access to help center content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments for help center user permissions</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title166" class="topic nested1" id="topic_qgv_3dl_pw">
<h2 class="title topictitle2" id="ariaid-title166">V</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title167" class="topic nested2" id="topic_k1t_jj1_gh">
<h3 class="title topictitle3" id="ariaid-title167">View</h3>
<div class="body">
<p class="p">Views define a collection of tickets, leads, contact, or deals based on a set of criteria
(expressed as conditions). For example you could define a collection of tickets as "My
open tickets" or "Recently solved tickets". Views can be formatted to display as lists,
tables, or stages (for deals), and you can specify who can access them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930" target="_blank">Accessing your views of tickets</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Using views to manage ticket workflow</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title168" class="topic nested2" id="topic_ihx_lgb_tx">
<h3 class="title topictitle3" id="ariaid-title168">Voice (formerly Talk)</h3>
<div class="body">
<p class="p">Integrated voice support in Zendesk. Agents make themselves available to
receive calls and their conversations with customers are recorded and added to tickets.
When agents are unavailable, customers leave voicemail messages that automatically
become tickets containing the voicemail recording and a transcription. You can also make
outbounds calls. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821196314" target="_blank">Getting started with voice support</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title169" class="topic nested1" id="topic_qh2_kdl_pw">
<h2 class="title topictitle2" id="ariaid-title169">W</h2>
<div class="body"></div>
<div aria-labelledby="ariaid-title170" class="topic nested2" id="topic_ysr_cmb_mrb">
<h3 class="title topictitle3" id="ariaid-title170">Webhook</h3>
<div class="body">
<p class="p">A webhook sends an HTTP request to a specified URL in response to an event, such as a
trigger or automation firing in Zendesk Support. Web developers typically use webhooks to
invoke behavior in another system</p>
</div>
</div>
<div aria-labelledby="ariaid-title171" class="topic nested2" id="topic_bbr_tj1_gh">
<h3 class="title topictitle3" id="ariaid-title171">Web portal (legacy)</h3>
<div class="body">
<p class="p">Web portal was the original version of the customer-facing, end-user portal. Web portal
was replaced by the help center. See the <a class="xref" href="#topic_kq1_1wn_fl">Help
Center</a> entry.</p>
</div>
</div>
<div aria-labelledby="ariaid-title172" class="topic nested2" id="topic_gmm_bvw_4qb">
<h3 class="title topictitle3" id="ariaid-title172">Web Widget</h3>
<div class="body">
<p class="p">The channel for embedding Zendesk messaging on a website or help center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828655514" target="_blank">Working with messaging in the Web Widget</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title173" class="topic nested2" id="topic_qws_3jh_hq">
<h3 class="title topictitle3" id="ariaid-title173">Web Widget (Classic)</h3>
<div class="body">
<p class="p">Web Widget (Classic) enables you to embed support options in your website or help center,
including help center search, Zendesk chat, and a contact form. You configure the
components you want in the widget, then add the widget code to your website or help
center. After you add the code, you manage changes via Zendesk. See<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836216218" target="_blank">Using Web Widget (Classic) to embed customer service in your
website</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title174" class="topic nested2" id="topic_y3k_vj1_gh">
<h3 class="title topictitle3" id="ariaid-title174">Whitelist</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_dbb_2jb_bnb">Allowlist</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title175" class="topic nested1" id="topic_my3_3h2_hhb">
<h2 class="title topictitle2" id="ariaid-title175">Z</h2>
<div aria-labelledby="ariaid-title176" class="topic nested2" id="topic_ilc_dqs_btb">
<h3 class="title topictitle3" id="ariaid-title176">Zendesk account</h3>
<div class="body">
<p class="p">A Zendesk instance. A Zendesk account includes all products and features that are hosted
under a single subdomain. For example, "myaccount" in https://myaccount.zendesk.com.</p>
</div>
</div>
<div aria-labelledby="ariaid-title177" class="topic nested2" id="topic_rlw_5g2_hhb">
<h3 class="title topictitle3" id="ariaid-title177">Zendesk bots (legacy)</h3>
<div class="body">
<p class="p">Zendesk bots was the former name for AI agents. See <a class="xref" href="#topic_ysn_sk3_n2c">AI agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title178" class="topic nested2" id="topic_krs_nfl_vgc">
<h3 class="title topictitle3" id="ariaid-title178">Zendesk Copilot</h3>
<div class="body">
<p class="p">See <a class="xref" href="#topic_knz_bfl_vgc">Copilot</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title179" class="topic nested2" id="topic_vnd_jh2_hhb">
<h3 class="title topictitle3" id="ariaid-title179">Zendesk Marketplace</h3>
<div class="body">
<p class="p">The Marketplace is the hub for apps to customize Zendesk. It also offers help center
themes for your help center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824421146" target="_blank">Using the Zendesk Marketplace</a>.</p>
</div>
</div>
</div>
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