SRS Glossar | ZENDESK

20141002_glossar_de-en

Seite 2 von 20

English

This glossary describes key concepts and technical terms that are used in Zendesk.

Beginners will find valuable information on the use of the help desk.

Admin

Admins are agents with additional privileges to manage and customize the

help desk. Admins can be assigned tickets like agents but they may also do

the following:



Access all tickets (not just the tickets they are assigned to)



Create new business rules (automations, macros, SLA service

targets, triggers, views)



Access and edit all help desk business rules (automations, macros,

SLA service targets, triggers, views)



Access and edit all help desk extensions (widgets, targets, etc.)



Create reports



Edit all reports



Access settings pages (account, security, channels, etc.)



Access all forums with moderator privileges



Add and manage end-users, agents, and admins



Promote agents to the admin role



Create groups and organizations



Assume another user's identity

Advisor

This is a Zendesk Enterprise agent role. Advisors manage the workflow and

configure the help desk. 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, they can only make private

comments. For more information, see

Custom agent roles .

Agent

Agents are the bulk of the help desk support staff. They are assigned tickets

and interact with customers as needed to resolve support issues. The agent's

role and privileges in the help desk are defined by admins and may include

the following:



May be added to more than one group (must be added to at least

one)



Add end-users



Add public or private comments or both to tickets



Create and edit their own macros



Moderate and manage articles in the forums



Access tickets in one of the following ways:

All tickets in the help desk

Only tickets assigned to the group or groups to which they

belong

Only tickets received from the organization to which they

belong

Only tickets that they are assigned to