Forums/Documentation/Users, groups, and organizations

Adding end-users, agents, and administrators

Anton de Young
posted this on April 29, 2011 10:54

You can add users to your Zendesk manually one at a time, through a bulk import of users, through the Zendesk API, and also as new end-users submit requests for the first time. The term users here also refers to agents and administrators.

This article covers the following topics:

The following short video shows how to add agents.

Once users have been added, you can organize them and manage the workflow using groups and organizations. See About organizations and groups.

For more information about adding users with the Zendesk API, see Zendesk REST API: Introduction.

Adding a user

Administrators can add end-users, agents, and administrators. Agents can add end-users only.

For information about the administrator and agent roles, see Understanding Zendesk user roles.

Zendesk Classic: The following procedure is not applicable to Zendesk Classic. To add a user in Classic, select Manage > People, then click Add user. Enter the user's information and set privileges (refer to the table below), then click Create. For Enterprise, agent privileges are determined by the Agent Role you select. See Custom agent roles.
To add a user
  1. Hover over the +add tab, then select User.

  2. Enter the user's full name and email address.
  3. Click Save.

    You can add additional information to the user's profile after clicking Save.

  4. When the user's profile opens, select a Role.
  5. If you're adding an agent, set privileges for the agent. See Setting agent privileges and defining ticket access below.

    If you get an error when adding an agent, make sure you haven't exceeded the total number of agents on your account. You can add more agents to the account if you need them. See Manage > Account > Subscriptions.

  6. Enter the user's profile information. See About the user options below.
  7. If you want to add additional contact info, click Add contact, select the type of contact, then enter the contact info in the field that appears. Repeat as needed.

    The new user is saved automatically, so when you are finished you can simply navigate away. The new user receives the welcome email and verification link to choose a password and sign in for the first time.

Users can also be added in a bulk import. See Bulk importing users and organizations.

About the user options

The following table describes the options that can be set for a new user.

Zendesk Classic: In Zendesk Classic, order of the options is different than in the current version of Zendesk
Profile dataDescription
Name User's name.
Email Email address used for all email communications with the user.
Role

Defines the user's function and access level in your Zendesk. There are three user types: End-user, Agent, Administrator. Only administrators can change a user's role.

For more information, see Understanding Zendesk user roles.

Contacts Other contact information for the user, such as Phone, Twitter handle, Facebook page, and Google account.
Phone Personal telephone number for the user.
Alias

Alternative name to use on all communications with end-users instead of the user's real name. If this field blank is blank, the user's real name will be used in email communications.

Zendesk Classic: This option is called Display name.

For more information, see Adding an agent alias.

Signature Closing line added to the user's email notifications.
Tags

List of tags that will automatically be added to new tickets created by this user. Separate tags with a space. Tags are added to new tickets only, not updated tickets. This is an optional feature and your Zendesk may not have enabled user tagging.

For more information about user tags, see Adding tags to users and organizations.

Organization

A collection of users (both end-users and agents) created by an administrator. Agents can be a member of only one organization.

For more information, see About organizations and groups.

Language Language the user will view your Zendesk in. This setting affects this user only.
Time zone Local time zone; used to time stamp tickets. This setting affects this user only.
Details Additional details about the user. Address, for example. Details are visible to other agents but not end-users.
Notes Additional notes about the user. Notes are visible to other agents but not end-users.

Setting agent privileges and defining ticket access

When you add agents you need to define their privileges (groups they will be assigned to, their access to tickets, if they can make both public and private comments, and if they can moderate forums). These privileges are described in the following table:

PrivilegesDescription
Groups

This is the list of groups in your Zendesk. You can select one or more. Agents must be added to at least one group.

For more information, see About organizations and groups.

Access

An agent's access to tickets is defined as one of the following:

  • All tickets
  • Tickets in agent's groups
  • Tickets in agent's org
  • Assigned tickets only

    If you select to restrict the agent to an organization, you must also set the agent's organization (on the Add user page). See Restricting an agent to one organization.

Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

Zendesk Classic: This option is called Has access to.
Comments

You determine the type of comments an agent can make on tickets.

  • Notes and replies enables the agent to add both internal notes and public replies to tickets.

  • Notes only enables the agent to add only internal notes to tickets.

    Zendesk Classic: This option is called Can add ticket comments that are. You can select Public or Private or Private only (viewable only by other agents).

Help Center

Set the Help Center privileges for the agent.

  • Viewer means the agent has regular agent permissions for the Help Center.
  • Manager means the agent has full privileges in the Help Center, including modifying the content and design of the Help Center.

See Understanding Help Center user roles.

Forums

You can limit the number of agents who can moderate your forums.

  • Viewer means that the agent cannot moderate forums.

  • Editor enables the agent to moderate forums.

    Zendesk Classic: This option is called Can moderate (edit, delete and reorder) topics in forums and you select Yes or No. Some support teams assign only a few agents to moderate the forums so those agents are set to 'yes'; others are set to 'no'.

Removing or replacing an agent

To replace an agent with another agent, demote the current agent to an end-user and then add a new agent. By demoting instead of deleting an agent, you can preserve some information about the agent.

To remove an agent

  1. Make sure to reassign all the tickets currently assigned to the agent.
  2. Open the agent's profile page. Click Manage > People > Agents, and then click the Edit button on the right side of the agent's name.
  3. Downgrade the agent by selecting End-user as the new Role.
  4. Confirm that you want to downgrade the agent's role.
  5. Update any triggers and automations that auto-assigned tickets to the agent.

If you want to completely remove the agent after the downgrade, use the User Options menu on the profile page.

 

Comments

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Steve Nutbeen

Hi.  What happens to a user's tickets  if you delete the user?  I'm thinking in terms of who the ticket lists as the requestor, and all the posts entered in any ticket previously be the deleted user - who owns them?

June 02, 2011 06:31
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Anton de Young
Zendesk

Steve,

As mentioned in the article, you can't delete a user/requester until all their tickets are closed. Once that happens and you delete the user/requester, there will still be references to that deleted user in those closed tickets. 

June 02, 2011 09:38
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Jason Wood

What about editing users in bulk?

i.e We might take on a couple on new stores, so we would need to change the organisations and tags and the like for multiple users

July 05, 2011 18:33
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Neil Lillemark
electriccloud

Anton:

How does one tell through the XML output that a user is marked as suspended?  Is there a field which exposes this fact? 

Also, why is organization suspension no longer an option?

July 12, 2011 11:29
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Matt Horning
rhinoville

Will there be the ability to do a mass suspension?  Like all members under organizations?

July 12, 2011 14:56
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Anton de Young
Zendesk

Neil, 

The user XML export does not currently include the suspended status. Also, suspending an organization was never possible. It may be in the near future. 

August 11, 2011 14:28
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Anton de Young
Zendesk

Jason, 

Would these be new users? From new stores? If you originally added your users via a bulk import, you can update their data and re-import that user data. You can also do that with the API. 

August 11, 2011 14:32
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Anton de Young
Zendesk

Matt, 

Right now you can only suspend users one at a time. 

August 11, 2011 14:33
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Josh
Can I, as an admin, reset an agent's password?
August 29, 2011 07:31
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Joy Carletti
Zendesk

@Josh, Yes! You can go to their profile page at Manage > People, to the 'Identities' tab, and enter a new password for them, making sure that it meets the password security level you have in place in your system. 

August 29, 2011 10:28
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Michelle Wong
leslieit
I agree with Matt. Mass suspension feature would be great. Or at least the ability to suspend from the People view without having to click on each person's name, then action before we are able to suspend. Thanks!
September 01, 2011 20:10
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Colin Goudie

Matt, so if we are syncing our user accounts to Zendesk, it should be safe to remove Zendesk users if they have left our internal organisation? (i.e. assuming they have no open tickets?) and their history of older tickets will still be around and searchable?

Also, it doesn't seem you can suspend a user via the rest api, is that true?

October 26, 2011 22:27
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Colin Goudie

Sorry, didn't mean to target that question to Matt, oops

October 26, 2011 22:27
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Max McCal
Product Manager

Hi, Colin -  Are you using remote authentication to synch your users? If so, any changes you make in your own system will propagate to Zendesk. If you remove a user from your system, they won't have access to Zendesk. In that case, it would be totally safe to remove a user (though, you won't be able to until they have no open tickets). Let me know if that's not what you're asking. 

October 31, 2011 12:57
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Univa IT
univa

Is this unavailable from the API?  I don't see a suspend field there.

January 04, 2012 08:35
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Anton de Young
Zendesk

Using the API you can set a user to inactive. See the section called Destroy in this topic: http://www.zendesk.com/support/api/users

January 04, 2012 09:20
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Univa IT
univa

Gah, that is definitely not the same thing as suspend.  Unfortunately I tried it and it actually deleted the User - is there any way to undelete??

January 04, 2012 09:45
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Univa IT
univa

I just manually recreated the deleted user (which thankfully wasn't associated with anything).  The real suspend flag can apparently only be set by the usual http auth to:

PUT /users/{{user_id}}

Content-Type: application/x-www-form-urlencoded

 

user[suspended]=true

January 04, 2012 10:10
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Van Leong
boku

Is there an easier way to filter out the Suspended users? I like to put all the Suspended users into an organization called "Spam users". So, whenever they email again, I can route them to Spam folder directly instead to the Suspended Tickets. Anyone see anything wrong with that approach?

Now, my challenge now is how to filter out the Suspended users from the thousands of good users. Any suggestion?

February 16, 2012 11:37
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Univa IT
univa

No I still haven't found anything on this...

February 16, 2012 11:41
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Jack Phua (KSD-IT)

Is there an easier way to export the user information out directly?

I wish to export them out so that I can update changes into the table and import them back again. 

March 01, 2012 08:54
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Johannes Schunter

It seems I cannot set a new agent's password unless he logged in at least one time. This is really annoying when I want to set up a new agent and just email him his credentials (without me having to rely on him fishing the invitation email out of his spam folder). Is there no other way?

April 24, 2012 12:42
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Richard
innovasys

Gotta say, there are an awful lot of unanswered forum posts like these. Worries me somewhat as an evaluator.

October 15, 2012 15:03
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Sabrina
comitydesigns

Hello :)  When adding a new user, I get the box which asks for name and email.  Can I add role to that box as well? 

Thanks!

June 24, 2013 11:54
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Laura D.
Zendesk

Hi Sabrina, 

At this time that's as much information as can be entered in the box. I'll send your feedback along to the Product team - I agree it would be nice to be able to enter the Role there at the same time!

June 24, 2013 14:19
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Nadia De Vriendt
checkmarket

Is there a way to deactivate the Welcome mail that is sent to new users? I've looked in Triggers and Automations, but couldn't find anything regarding that option.

July 02, 2013 07:28
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Brandon K.
Zendesk

Hello Nadia,

In order to restrict the welcome email from being sent to your customers, you need to modify your end-user settings. Only administrators can make the following changes to the end-user settings.

To modify account settings:
  1. Click the Manage icon () in the sidebar, then select Customers.
    Zendesk Classic: Select the Settings menu, then select End-users.
  2. In the Anyone can submit tickets section, check the Enabled option.
  3. Next, uncheck the option called Ask users to register.
  4. Finally, in the User welcome email section, uncheck the Also send verification email when a new user is created by an agent or administrator option.
  5. Click Save Changes.

When an unregistered end-user submits a request for the first time, they are added to your Zendesk as a new end-user. They receive the request confirmation email but not the verification request email. They remain unverified in your Zendesk.

July 02, 2013 12:17
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Nadia De Vriendt
checkmarket

Perfect! Thanks, Brandon. 

July 03, 2013 00:13
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Tom Hanley
walkerandco

Is there a pricing difference for Administrators & Agents? We will need developer accounts but they probably won't field to many tickets. Do we pay for an account for an API user?

July 18, 2013 14:50
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Laura D.
Zendesk

Hi Tom, 

There's no difference between pricing for Admins and Agents since they can both handle tickets. The only pricing difference based on someone's role comes with the Enterprise plan where you have the option of Light Agents. These agents can sign into your Zendesk and view tickets but they can't be assigned tickets, make public replies or access ticket fields - they are mostly for internal use. We don't have an API user role unfortunately; maybe if you can say a little more how you would use the developer accounts we can think of some options? What would they need to do or have access to?

July 18, 2013 16:58
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Tom Hanley
walkerandco

Thanks Laura,

I can see the need for a developer user as someone who just needs to log in and verify, fix, debug API integrations. They wouldn't have the need for an Agent or Administrator role for more than like 1% of the time. That seems like a lot to spend on someone that wouldn't be using the tool for customer support.

The API user would be good for the case when someone leaves a company and someone deletes/deactivates the user that the API token is associated with. It could break a lot of integration points and be very difficult manage.

July 18, 2013 18:41
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Tom Hanley
walkerandco

Follow up Can we have as many Admins/Agents as we need in the Sandbox?

July 18, 2013 18:51
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Laura D.
Zendesk

Hi Tom, 

Would API token access work for you? That's independent of a specific user. You can find the current token, or generate a new one in Settings > Channels > API. 

Regarding the Sandbox, I'm not finding a definitive answer at the moment but from what I can tell you can have as many users as you need. I will do my best to find an exact answer for you Monday. 

July 19, 2013 16:47
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Dimitri M. Ruiz Ochoa
itcare

Hi, I´m the administrator and owner of my companies Zendesk. I´ll moving to another position and i want to change my user to another person that will have my roll. How can i do that???  Thanks!

August 21, 2013 15:04
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Jennifer Rowe
Zendesk

Hi Dimitri, 

As the owner of your Zendesk account, you can change the owner (to the new person). To do so, see "Changing the account owner" in this topic.

August 21, 2013 15:47
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Dimitri M. Ruiz Ochoa
itcare

Yes, i just did that, but i need to downgrade my account and upgrade an end user account to an administrator but i can´t the first part. Thanks!

August 21, 2013 16:15
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Jennifer Rowe
Zendesk

Oh, I see--a chicken and egg problem! Can you temporarily make another existing admin the owner? Then that person can downgrade you, upgrade the new guy to admin, and change the owner to the new guy?

I've asked someone in support to jump in and help, so stand by for that.

 

August 21, 2013 16:47
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Laura D.
Zendesk

Hi Dimitri, 

If the new owner is an end-user right now and you have no more agent seats available we may need to help you with changing the ownership of the account. I've created a ticket for you - check for an email from us in a minute!

August 21, 2013 17:18
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Dimitri M. Ruiz Ochoa
itcare

Jennifer, Laura. Thanks a lot!

 

I downgrade my user to end user and then with another administrator upgrade another account to administrator and owner, and thats it!. Thanks a lot. :)

August 22, 2013 09:13
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Laura D.
Zendesk

Glad you got it sorted out Dimitri, I'll solve the ticket. If you need anything else please let us know!

August 22, 2013 13:40
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Nina Nikolic
firemonkeys

Is there a way to remove a suspension on a user?

September 05, 2013 16:14
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Jennifer Rowe
Zendesk

Hi Nina,

Yes! Just follow the steps to suspend a user, but select "unsuspend access" instead. 

https://support.zendesk.com/entries/21254368-Suspending-a-user

Hope that helps! 

September 05, 2013 16:43
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Nina Nikolic
firemonkeys

Hey Jen, perfect! Forgot about those user options :)

September 05, 2013 17:08
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Matthew Kaminsky

I have SSO enabled in my account.  When my new agent clicks the confirmation email, it directs it to our websites login page and not the zendesk page to create a password.  How can I work around this without disabling single sign on?

October 03, 2013 04:43
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Bob Novak
Zendesk

Hi Matthew. If you want to allow the agent to set their Zendesk password, not their SSO password, have them go to [yoursubdomain].zendesk.com/access/logout, followed by [yoursubdomain].zendesk.com/access/help. They can click on the password reset link there and it will allow them to reset their Zendesk password. 

October 08, 2013 14:42
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Ellinor Lundén
getcompliant

Hi,

If I have an end-user with more than one connected emails, does the ticket send a notifiction to both of these emails or just the primary one? If only one of them, do I need to change the primary email everytime if I´d like only one of the emails to get a comment update?

Best regards

Ellinor

 

 

 

Is there a way to have an end-user account with more than one "primary email"?

I have a end-user 

November 15, 2013 07:57
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Emily
Zendesk

Hi Ellinor, 

While it is possible for an end-user to have multiple email addresses on file with Zendesk, only their primary email address will receive email notifications. The secondary email addresses are there to ensure that support requests submitted from them don't get suspended. 

May I ask what your use case is for needing notifications to reach multiple email addresses?

November 15, 2013 12:08
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Ellinor Lundén
getcompliant

Hi Emily,

 

Our end-users are mostly a customer with a manager with lot of employes with different email adresses. We have gathered these in a single end-user account and we mosly communicate with the manager. But when we want to reach a specific employee, and not the manager, we have to change this to primary or CC the employees adress.

But changing works perfectly fine :)

November 17, 2013 02:47
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Emily
Zendesk

Hi Ellinor, 

We created Organizations to help you gather end-users under one umbrella. You can even domain-map the Organization to tell the system that all end-users with an email address ending in @TheirCompany.com should be added to the Organization. In a Web Portal-enabled account, you can establish a shared Organization, which means all the end-users in the Organization can view all tickets submitted under the Organization. (Shared Organizations are coming soon to Help Center). If you wanted to differentiate the Manager, who might be submitting tickets from time to time, you could put a 'Manager' tag on his/her end-user profile, which would get attached to every ticket he/she submits. These are a few tips to eliminate the need for changing the end-user's primary email address every time you want to submit a ticket on their behalf. 

November 18, 2013 16:33
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Ellinor Lundén
getcompliant

Hi  Emily,

 

I´m already using organizations, but it´s like another level in those organizations. But the tag will be perfect, thank you!

November 18, 2013 23:16
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Emily Garman

I have two questions about this. There does not appear to be a way to edit all these options for a user once I have created the user. I guess they are only available as you are creating the user for the first time? I can edit a couple of fields, like change their password, their alias, etc. but I don't see where to modify the larger big-picture items.

Also, I need to know how to change my "primary" user. There's basically one user we want all tickets to be initially assigned to, and then she will funnel tickets to other agents. Right now the main user on my account (me) is not the agent who needs to be the primary one, but I don't see how to edit that.

December 21, 2013 11:43
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Emily
Zendesk

Hi Emily,

It sounds like you're asking how to change the domain mapping when you ask about "big picture" changes. This can be edited if you go to Manage > People and click the Organizations link under the search bar. Select the name of the organization you want to edit. On the organization's profile page, you'll see a Domain section. If there has been a domain mapped to the organization, you can delete it or add a new one.

I was unable to find a Zendesk account associated with the email address you used to submit this post, so I'm creating a ticket on your behalf to address your second question. This will ultimately depend on how your workflow is currently set up. I'll see you in that ticket shortly!

December 23, 2013 15:11