Back in 2010, when we first launched Zoho Support, we chose to use a particular set of terms within the product. We decided on these based on the practices prevalent at the time and on our own experience building service desk software before that. A lot has changed since then. Companies have started to take customer service several times more seriously. Newer channels (such as social media) have now become mainstream. Above all, the use of software in customer service has drastically increased. All of these have influenced the direction that Zoho Support has taken and ought to take henceforth. 

Now in 2014, we're revisiting some of the terms within the product. As a first step, we'd like to change the usage of the term 'request' and move over to the more colloquial term 'ticket'. We'd also like to start using the term 'agent' instead of 'support rep'. These two changes will be made across the entire product starting from 3rd July 2014. 

For example, where you see the 'Requests' module now you'll soon see the 'Tickets' module.

Similarly, as another example, within Setup, you'll see 'Agents' instead of 'Suport Reps'.

This change will be enforced in several places including (but not limited to):

1. Form labels and call-to-action buttons across modules.
2. Names of modules (request).
3. Notification emails (sent to your own team as well as to customers).
4. Tooltips and user education copy within Setup.
5. Names of standard fields (that come pre-built within the product).

We'll enforce this change only if you haven't already customized the interface. For example, if you've renamed the 'Requests' tab already or if you've customized your notification emails already, we won't touch them. We'll only alter items that can't be customized and items that haven't been customized. 

If you have any concerns regarding this change, please leave a response below and let us know what you think.