zammad/doc/GLOSSARY.md

• article

A case consists of multiple articles. An article goes through a channel.

• case

All request are named case. In other systems this is also called issues, ticket, etc.

• channel Channels are the incoming and outgoing ways where articles flow. There are assigned to groups. Channels can be e-mail, chat, twitter, etc. New channels can be added via the plugin mechanism.

• group

A group is a structure element like a container where cases are assigned to. A case can only be assigned to one group.

• organization

Organizations are used to group users. The common use case is to group the employees of a company to one organization.

• overview Overviews are configurable lists of cases. There are system wide overviews, defined by an administrator and user defined. They are available for all roles.

• role

All permissions are role based. Access to groups are assigned to a role and also specific actions on requests depending on a users role.

• textmodule

While writing an article are textmodules available to assist the agent's work.

• user

Every persons which are used in Zammad are called person. Each person needs a minimum of one assigned role. Three roles are predefined: Administrator, Agent, Customer