Who are considered 'end-users' in the Zendesk Support system?

End-users in the Zendesk Support system are defined as the customers or clients who submit tickets, seeking assistance or reporting issues. They are the individuals who utilize the company's support services and rely on the help provided by support agents.

In a support context, end-users are critical as they drive the interactions and requests that require resolution. They are not involved in the management or administration of the support system itself but rather represent the primary recipients of its benefits. Understanding the perspective of end-users is essential for effective support and can help guide integration, features, and communication strategies within the Zendesk platform.

The other roles mentioned, such as support agents, admin personnel, and service managers, play significant roles in the support ecosystem but do not fit the definition of an end-user since they are responsible for managing, administering, or overseeing support functions rather than directly submitting tickets themselves.