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.
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
Hover over the +add tab, then select User.
Enter the user's full name and email address.
You can add additional information to the user's profile after clicking Save.
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.
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.
Closing line added to the user's email notifications.
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.
Language the user will view your Zendesk in. This setting affects this user only.
Local time zone; used to time stamp tickets. This setting affects this user only.
Additional details about the user. Address, for example. Details are visible to other agents but not end-users.
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:
This is the list of groups in your Zendesk. You can select one or more. Agents must be added to at least one group.
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
Make sure to reassign all the tickets currently assigned to the agent.
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.
Downgrade the agent by selecting End-user as the new Role.
Confirm that you want to downgrade the agent's role.
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.