Plan requirement
| Subscription | Any plan |
| Access | Agent |
Users, organisations and tickets are the three objects everything else in Zendesk is built on. Get these right and the rest follows.
Users
Every person Zendesk knows about is a user, including your own colleagues. What separates them is their role.
- End users are your customers. They can submit and follow their own requests and nothing else.
- Agents work on tickets.
- Admins are agents who can also change how Zendesk is configured.
A user is identified by their email address, which is why two people sharing one mailbox causes trouble later.
Organisations
An organisation groups end users, normally one per customer company. It is optional, and plenty of accounts run without them, but three things become possible once you use them.
- Agents see who else at that company has contacted you.
- You can route or prioritise by organisation, so a key account lands in the right queue.
- Customers can be allowed to see their colleagues' tickets, which is often exactly what a business customer wants.
Users can be added to an organisation automatically based on their email domain, which saves a great deal of manual work.
Tickets
A ticket is one conversation about one question. It carries the requester, the assignee, a status, and every message exchanged.
The rule worth learning early is that a ticket belongs to the conversation, not to the channel. Someone who emails, then phones, then messages you about the same problem should end up on one ticket, and merging is how you get there when they do not.
Almost every configuration question comes back to these three. When you cannot work out where a setting should live, ask whether the thing you are describing belongs to a person, a company or a conversation. That usually answers it.
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