Zendesk

Zendesk organizes support around Tickets, Users, and Organizations. Tickets have status (new, open, pending, hold, solved, closed). Knowledge Base has articles in categories. Groups and Macros support agents.

Data Model

• Tickets — support requests; have requester, assignee, status, comments.
• Users — end users (requesters) or agents (assignees).
• Organizations — group users; tickets can have org.
• Groups — agent groups.
• Knowledge Base — help center; has categories and articles.
• Macros — canned responses for agents.
• Views — saved ticket filters.

Gotchas

• Requester vs assignee: Requester is end user; assignee is agent. Both are user IDs.
• Ticket comments: First comment is the description. New comments are added via ticket update.
• Pagination: Cursor-based or offset; check response for next_page.