In Zendesk Support, business rules use specific terms to reference users, such as requester, submitter, assignee, current user, and non-restricted agent.
The requester is the person seeking support, while the submitter is the one who submitted the ticket. The assignee is the agent handling the ticket. The current user refers to the last person who updated the ticket, and a non-restricted agent has access to all tickets. These references help define conditions and actions in business rules.
Zendesk Support has several user roles that help manage support requests and workflows. These roles include end users, agents, administrators, and the account owner. End users, also known as customers, are those who generate support requests. They…
End users, or customers, can submit and track support tickets in Zendesk Support. They interact with agents publicly, meaning their comments on tickets are always visible. End users' access depends on the support channels available and whether the…
Agents in Zendesk Support are responsible for handling support tickets and interacting with customers to resolve issues. They can add, edit, and delete end-user profiles, add comments to tickets, and create their own macros and views. Agents can be…
Administrators in Zendesk Support have extensive privileges that allow them to manage and customize the platform. They can access all tickets, create and edit business rules, manage settings, and promote agents to admin roles. Admins are…
The account owner in Zendesk Support is a special type of administrator with unique permissions. This role is typically held by the person who created the account, and there can only be one account owner. The account owner can manage subscription…