SRS Glossar | ZENDESK

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Agent collision

Agent collision is a feature that alerts your agents when another agent is

viewing and possibly updating the same ticket. When this happens, an alert

is displayed at the top of the ticket (this alert is also displayed in views that

are formatted as tables). This helps prevent agents from trying to make

updates to the same ticket at the same time.

Agent signature

An Agent signature is a standard text signature that can be appended to all

public comments made by agents. An admin can choose to include the

placeholder {{agent.signature}} in the template (

Settings > Agents

) to enable

agents to add their own signatures. Agents can customize their signature on

their profile page.

Assignee

Assignee is the agent assigned to a ticket. Assignee is used throughout the

help desk (including macros, views, automations, triggers, and reports) to

refer to or set the assigned agent.

Assignee stations

This is the number of agents who have successively been assigned to a ticket.

This is used as a condition in triggers.

Assume a user

Agents can log in to the help desk as another user. This is referred to as

'assuming a user'. This allows agents to troubleshoot help desk issues (for

example, why a trigger or automation isn't working). Agents can then easily

revert back to their own identity. See

Assuming a user .

Automation

Automations are similar to triggers 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 run

when a time event occurs (from one hour to 28 days) after a ticket property

was set or updated, rather than immediately after a ticket is created or

updated. For more information, see

Streamlining workflow with time-based events and automations .

Blacklist

The blacklist is used to suspend email received from domains and addresses

that you specify. It can be used along with the whitelist to, for example,

suspend an email domain while also allowing one or more specific email

addresses from the same domain to be accepted into the help desk. For more

information, see

Using the whitelist and blacklist settings .

Bulk import

Rather than add users manually one at a time, you can add many users in 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. For more

information, see

Bulk importing users and organizations .

Business hours

Business hours are the days of the week and times of day that your help desk

is available to respond to requests. By enabling business hours for your help

desk, you can include business hours in triggers.

Business rules

Business rules is used to refer to the help desk features that enable you to

customize and manage the support workflow: automations, macros, SLA

service targets. triggers, and views. More information about business rules

can be found here

: Managing the help desk workflow .

Business

rules analysis

In the Enterprise version of Zendesk, you can view and analyze all of your

business rules to see how they are being used. For more information, see

Analyzing your business rules .