Update GLOSSARY.md

initial terms added

doc/GLOSSARY.md

@@ -1,2 +1,35 @@
+* 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
+
+