What does the term 'end-user' refer to in Zendesk?

The term 'end-user' in Zendesk specifically refers to the customer or individual who is submitting a support request. This role is crucial in the customer support ecosystem because end-users are the ones experiencing problems or needing assistance, and they rely on support agents to resolve their issues. Understanding the end-user's perspective is essential for providing effective customer service, as this helps agents tailor their responses and solutions to meet the specific needs of the individuals they are assisting.

While other roles, such as support agents or internal team members, participate in the support process, they are not classified as end-users. Their responsibilities involve assisting or managing tickets, rather than submitting requests for help themselves. Additionally, users testing the system do not fit within the traditional definition of an end-user in the context of customer support interactions, as their purpose is to evaluate the functionality of the system rather than seek help with a support issue.