End-users are those people who request support; these are your customers. They may interact with your Zendesk using the Help Center or Web portal, via email or chat or telephone, and also through popular social media such as Facebook and Twitter. All of these paths into your Zendesk are referred to as channels.
Regardless of the channel that your customers use to request support, each customer must have an account in your Zendesk. And, like channels, there are many ways that users can be added. They can add themselves simply by submitting a support request. You can add them manually or in a bulk import of users. Users can also be added via the Zendesk API.
As an agent, you can add end-users by creating new user accounts. You might do this, for example, if you're on the telephone with a customer who has never before requested support and therefore does not yet have a user account. By adding them to your Zendesk, you can open a ticket for the customer and they will then receive email notifications whenever the ticket is updated and be able to communicate via email with the agent assigned to the ticket.
You can allow end-users access to the Help Center or Web portal so that they can sign in and submit and track support requests. Or you might only interact with their end-users via email, never providing them with access to the Help Center or Web portal. To sign in to the Help Center or Web portal, end-users need to verify their account and create a password. End-users who only interact with your Zendesk via email are not required to verify their account since they do not sign in to the Help Center or Web portal.
So, depending on how your Zendesk is set up, when you add a new end-user they may or may not receive an email prompting them to verify their account and create a password. However, everyone who requests support receives an email when a ticket is created that acknowledges that their request has been received and is being worked on.
An end-user's account contains required data such as their name and email address. It can also contain additional identities, such as other email addresses, the user's Twitter handle, their organization, and the rest of the data described in the following section.
To add an end-user to your Zendesk, follow the steps below. As an agent, you can only add end-users. Administrators can add other administrators, agents, and end-users.
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 (refer to the table below), then click Create.
To add an end-user
Hover over the +add tab in the top toolbar, 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.
When the user's profile opens, enter the user's information (described below).
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.
When you are finished entering information, you can close the user's profile by navigating away from it.
Defines the user's function and access level in your Zendesk. There are three user types: End-user, Agent, Administrator. By default, all new users are set to end-users. Agents can only add end-users. Only administrators can change a user's role.
Enable the end-user to access only the tickets they create or give them access to all tickets created by users in their organization.
This is the email address you added in the first step above.
Zendesk Classic: Enter contact information in the Identities and Phone sections.
Add any tags you want automatically added to new tickets created by the end-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 in the Zendesk Administrator Guide.
If your Zendesk uses organizations and you want to add this end-user to one, select the organization from the drop-down list. A user can belong to only one organization, but does not have to belong to any. If your administrator has set up email mapping, which automatically adds new users to an organization based on their email domain, you can leave this blank.
Select one of the available languages for the end-user. The end-user's Web portal will appear in the selected language and some system messages and email notifications may also be in the selected language.
Select the end-user's time zone so that the appropriate time stamp appears on tickets submitted by this user.
Enter any additional details about the end-user. Address, for example. Details are visible to agents only, not end-users.
Enter any notes about the end-user. Notes are visible to agents only, not end-users.
Adding user contact information
A user account can contain multiple types of contact information, including email, Google, Twitter, Facebook, and phone.
A user account can contain multiple email addresses. Each time you add an email address, a verification email is sent to that address and must be confirmed before the email address is valid. One email address is set as the primary, which means that notifications are sent to that address. You can change the primary email address to any of the other verified email addresses.
Note: In addition to adding contact info to a user profile, you can add a photo to a user's profile, depending on your role. For more information, see .
To add contact information for an end-user
Click the Search icon () in the sidebar, then enter a name in the search box and click the user's name when it appears.
Zendesk Classic: Enter a name in the search box in the top toolbar, then, when the user's name appears, click the Edit link next to the name.
In the user's profile, click Add contactand select the type of contact you want to add, then enter the contact information in the field that appears.
Zendesk Classic: Add a phone number in the Basic Info tab. In the Identities tab, click the Add link in the Email or External accounts sections to add an email address or a Twitter account.
Repeat as needed.
When you are finished, you can close the user's profile by navigating away from it.
To remove a contact, other than phone number
In the user's profile, click the contact info you want to delete and select Remove.
To change or remove a phone number
In the user's profile, click in the phone number field and enter the new phone number or delete all the digits to remove it.
Zendesk Classic: In the Basic Info tab of the user's profile, click in the phone number field and enter the new phone number or delete all the digits to remove it.
To make an email primary, to resend verification, or to verify an email
In the user's profile, click the email address and select the appropriate action.
Zendesk Classic: In the Identities tab of the user's profile, select another email addresses as primary. The email address you choose must have been verified.
Viewing and editing a user's profile
Your registered end-users can edit their own profiles when they sign in to your Web portal. They can't change their role or organization but they can update their contact information, add a photo, and so on.
Agents and administrators can also edit an end-user's profile. You can access a user's profile from one of their tickets or by searching for them.
Each ticket tab includes the ticket requester's profile, which contains the user's account data and a list of all of their tickets.
You can also locate users by clicking the Search icon () in the sidebar and searching for the end-user you want to edit.
Zendesk Classic: Open a ticket and you'll see a link to the user's profile in the user widget in the right column. Or, use the search in the top toolbar to find the end-user.
Deleting users can be done by agents and administrators. Agents can delete end-users and administrators can delete all users (except for the account owner). You cannot delete end-users who are requesters on tickets that are not closed.
Note: Deleting a user's account cannot be undone, so be careful to select the correct user when deleting user accounts.
To delete a user
Open the user's profile by doing one of the following:
Click the user's profile from a ticket submitted by that user.
Click the Search icon () in the sidebar and search for the user.
Zendesk Classic: From a ticket, click the link to the user's profile in the user widget in the right column or use the search in the top toolbar to find the end-user.
In the user's profile, click User options in the bottom toolbar, then select Delete.
Zendesk Classic: Select Actions > Delete user.
When prompted, click OK to confirm the deletion. If you want to cancel the deletion, click Cancel instead.
To handle multiple accounts for the same end-user, you can merge one end-user account into another end-user account. You can only merge registered (verified) end-users. Administrator and agent user accounts cannot be merged.