Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private.

A macro consists of one or more actions that modify the values of a ticket's fields. Macros are applied to tickets manually by agents.

Zendesk Support has three types of users: end users (your customers), agents, and administrators. End Users, Agents, Administrators.

Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support. Tickets can originate from a number of channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API. All tickets have a core set of properties.

Agents in an organization can subscribe to be notified whenever someone in their organization submits a ticket. The agents will be notified as long as they're allowed to see all tickets or the organization's tickets.

You can use the Custom Objects API to create, update, and delete objects that you define yourself. You can also use it to define and manage relationships with other objects, including native Zendesk objects like tickets and users.