SRS Glossar | ZENDESK

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Extensions Extensions are tools that extend the functionality of the help desk. For
example, you can add CSS and JavaScript widgets to customize the look or
functionality of your help desk 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 (Settings > Extensions ).
Feedback Tab The Feedback Tab provides quick access for your end-users to search your
knowledge base, submit a support request, or chat with an agent. It's
displayed as a tab placed along the edge of the Web browser. The Feedback
Tab can be added to your help desk or any other web site (such as your
company web site). This feature used to be referred to as the Zendesk
Dropbox.
Forums Forums, when not used in the general sense, refers to the second level of
organization after categories. Forums contain articles. Each forum can be
assigned to only one category. You can assign viewing permissions to
forums. For example, forums can be viewable by everyone, only logged in
users, only agents, or only specified organizations. You can also control
moderation, forum content types (articles, ideas, and questions), and who can
contribute content.
Group Groups are used to create collections of agents. How you define groups is
entirely up to you. You might create groups by skill (software vs hardware) or
to reflect the organizations they serve (for example, a support group might
serve only customers in a certain region or time zone). Agents can belong to
more than one group. End-users cannot be added to groups, only
organizations. For more information, se and
Group stations This refers to the number of groups that have successively been assigned to
a ticket. This is used as a condition in triggers.
Host mapping 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 you may want your help desk URL to
contain your company's name, like this: You
need to configure this with your domain provider.
Knowledge base Knowledge base is often used interchangeably with forums (see .
The Zendesk forums allow you to create topics and arrange them into forums
and categories. You can use the forums to create a knowledge base of
support information for your products and services. Your end-users may be
allowed to comment on topics or new create new topics themselves.
Legacy agent This is transitory role that includes all agents who have yet to be assigned to
a role. For all these agents, we are maintaining the permissions they
previously had on the plan you upgraded from. Also, you cannot assign
agents to this transitory role. Lastly, this role will disappear after all its
members have been assigned to other roles. For more information, see
Light agent This is a Zendesk Enterprise agent role. Zendesk Enterprise provides you
with unlimited internal usage in the form of light agents. Light agents can be
CC'd on and view tickets, add private comments to tickets within their groups,
view reports, access and create topics in private, agent-only forums. They
cannot be assigned to or edit tickets. You can add an unlimited number of
light agents at no charge. For more information, see