In Zendesk, agents are just like end users and are classified as users. Both can be located in the same pool of listed accounts. The difference, however, can be found in the assigned role. The role defines what a user can or cannot do. The end users, for example, do not possess the necessary rights to log in to the actual helpdesk environment. Easily enough, the role for end users is called end-user.
Note
In Zendesk, users are also referred to as people. Both are equivalent terms. The same applies to the two terms end-users and customers.
You can easily access the whole list of users by following these two steps:
Click on the Admin icon (gear symbol) located in Zendesk's sidebar.
Click on People located under MANAGE within the admin menu:
Unlike for end-users, there are a few different roles that can be assigned to an agent. Out of the box, Zendesk offers the following options:
Agent/Staff
Team leader
Advisor
Administrator
While the agent and staff roles come with the necessary permissions...