Forums/Documentation/Agent Guide

Adding and managing end-users

Anton de Young
posted this on April 06, 2012 14:02

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.

Note: If you're not sure if you have the Help Center or Web portal, see About the different versions of Zendesk.

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.

Adding end-users

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.

Administrators can also add users in a bulk import. See Bulk importing users and organizations in the Zendesk Administrator Guide.

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
  1. Hover over the +add tab in the top toolbar, 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, enter the user's information (described below).
  5. 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.
  6. When you are finished entering information, you can close the user's profile by navigating away from it.
    User data Description
    Role 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.
    Access Enable the end-user to access only the tickets they create or give them access to all tickets created by users in their organization.
    Email This is the email address you added in the first step above.
    Contacts You can also add additional contact information for users using the Add contacts link. See Adding and managing user contact informationbelow.
    Zendesk Classic: Enter contact information in the Identities and Phone sections.
    Tags 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.
    Organization 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.
    Language 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.
    Time zone Select the end-user's time zone so that the appropriate time stamp appears on tickets submitted by this user.
    Details Enter any additional details about the end-user. Address, for example. Details are visible to agents only, not end-users.
    Notes 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
  1. 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.
  2. 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.
  3. Repeat as needed.
  4. 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

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
  1. 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.
  2. In the user's profile, click User options in the bottom toolbar, then select Delete.
    Zendesk Classic: Select Actions > Delete user.
  3. When prompted, click OK to confirm the deletion. If you want to cancel the deletion, click Cancel instead.

Merging Users

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.

For information, see Merging a user's duplicate account.

 

Comments

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Siobhan Hitchmough
inflowinventory

I`m just wondering if there`s a way to control the organization of the end-user`s profile view.  Essentially I`d like to have the user`s issues show up such that their last interaction with us (i.e. the last updated issue) is at the top and we work back from there.  Is there a way to manage that in the current system?

April 30, 2012 14:30
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Jeff Guyette
opentempo

I've noticed when Deleting unnecessary end-user accounts, that if searching on that end-users name again, the tickets with that end-users name as requester will still show up, though listed as (user Deleted) by the name.

I'm wondering what impact, if any, will this could have if adding back to the system the same user at a later time - same name and email address. Will there be a problem with that? I'm guessing no, but would like to be sure.

Additionally, is there a manner to see/list all tickets where the Requested By is that of an end-user who has been Deleted? 

July 30, 2012 15:06
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Aaron Pewtherer
Zendesk

@Jeff. The "user deleted" is a temporary status as the system removes the enduser profile. Check back in a few minutes and they will disappear from the Manage > People page.

July 31, 2012 09:34
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Jeff Guyette
opentempo

Perfect. Thx Aaron.

And regarding the 2nd part of my question, are you aware of any way to search for those tickets where the profile/account of the Requested By has been deleted?

July 31, 2012 11:13
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Aaron Pewtherer
Zendesk

@Jeff. No, the email address associated with deleted endusers will not be available to search. Best practice is to suspend the enduser in their profile, rather than delete.

July 31, 2012 11:22
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Carlos Botero
webmium

I wonder if there is a way to categorize my userbase, for example, we work under the Freemium model and we would like to be able to mark some users as FREE users and others as PRO users, and then it would be great if we could set higher priorities to the PRO users, is it there some guide on how to manage this?

 

Thank you,

Carlos

September 05, 2012 02:01
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Justin Seymour
Zendesk

Hey Carlos: 

If you enable Tags on users and organizations from Settings → End-users, you'll be able to tag your users accordingly based on their membership level. You'll find a new tags field on the Basic Info tab of the user profile page. Once those tags are in place, just create your desired triggers to route/update those tickets based on the tags they'll contain! 

September 05, 2012 04:52
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Carlos Botero
webmium

Hello Justin, I activated it and I see where to put the tag, but this for what I see has to be done manually and the idea was to be able to identify which tickets are coming from our PRO users before hand, so we could have more priority on them.

I think there can be a work around, but for that I need to know. Are these tags the same as the tags that tickets get? For instance, when I get a ticket from a particular e-mail like "ayuda@mycompany.zendesk.com" with a Trigger I'm adding the tag "Spanish" to that ticket. Now, if I would create a new e-mail like "ayuda-PRO@mycompany.zendesk.com" could I then add both tags "Spanish" and "PRO" 

The question is, if those tags will be added just to the ticket, or if they will be added to the user as well (I would like that they will be added to the user).

September 06, 2012 02:48
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Justin Seymour
Zendesk

The tags you use on the end-user level are automatically applied to the ticket when that end-user creates a new ticket. While it does require a bit of leg work, if you tag your users on the profile level, all you'd need to do is create triggers to look for those two tags. On the flip side, if your end-users are emailing a specific address, like ayuda-pro or ayuda-free, you can absolutely add PRO and Spanish as tags on those specific tickets. Those tags will not be applied to the user, only to the ticket. 

You can use any email address you want with your subdomain -- Zendesk will automatically convert it to a ticket. Just make sure you use the Ticket received at... condition to route those tickets accordingly. Here's how I'd set up the triggers: 

Ticket is -- Created
Ticket received at -- ayuda@mycompany.zendesk.com 

Add tags -- FREE
Add tags -- Spanish 

You'd do the same for your pro address: 

Ticket is -- Created
Ticket received at -- ayuda-pro@mycompany.zendesk.com 

Add tags -- PRO
Add tags -- Spanish 

September 06, 2012 04:37
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Carlos Botero
webmium

Hi Justin, yeah, I was thinking in that exactly, but my concern was that the tag was going to be assigned only to the ticket and not to the user itself.

Then, something else to consider is the possibility of adding this "user tag" by using some API request, and seems to be possible for what I see in the documentation: http://developer.zendesk.com/documentation/rest_api/users.html#json...

Now, the other question would be if by having these "user tags" in place (by API or any other method), would I be able to set priorities to tickets based on those "user tags?

For example: A user gets the "user tag" PRO, then I want that every ticket that comes from this user should get a "HIGH" priority. Would a trigger work for that? I mean, would a trigger for tickets recognise the "user tag" of that user? or these "user tags" are going to be ignored by these ticket triggers? 

September 06, 2012 11:20
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Aaron Pewtherer
Zendesk

@Carlos. Yes, a tag can be used as a condition for a trigger to change priority.

Trigger could look like this:
Condition1: Tags...contains one of the following...[tag]
Condition2:  Priority...less than...High
Action: Priority...is...High 

September 06, 2012 11:37
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Justin Seymour
Zendesk

If you tag your users first, whether manually or through the API, that tag will be applied to all tickets requested by that user automatically. As soon as the ticket from that user hits Zendesk, a tag is applied to the ticket. This means you can create a trigger to route that ticket, set priorities, and add more tags upon creation, if needed. 

You're kind of setting priorities on the user tag, but the tag is applied to the ticket, which makes it a ticket tag. Functionally, from the trigger standpoint, we're looking at the actual tags on the ticket, not the user. 

Edit: Aaron beat me to the punch. 

September 06, 2012 11:42
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Carlos Botero
webmium

Awesome, thank you Justin and Aaron, I think this will work, I would give you both a "Good" satisfaction rating if that was available for forums ;-) All the best!

September 06, 2012 13:08
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Daniel van der Stam
parthen

I have clients who have one email account for multiple users. So I have different end users with the same email. Zendesk doesn't allow me to use the same email adress twice. Is there a way to ignore this restrictio

September 13, 2012 08:22
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Arnaud de Theux
Zendesk

@Daniel if they use Gmail/Google Apps emails, they can simply add "+abc" to their email address. This will allow them to have multiple accounts while still receiving the mails.
For example I use myEmail+spam@gmail.com to subscribe to some websites I'm not sure of. 

September 13, 2012 09:22
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Aaron Pewtherer
Zendesk

@Daniel: Although there is no way to disable that each enduser must have a unique email address, you can use your email provider's alias function as a workaround. For example, Gmail uses, "user +???@gmail.com" & u.s.e.r@gmail.com. Or, ask your customers to create aliases on their email server that you can use to create similar email addresses for multiple people.

September 13, 2012 09:25
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Daniel van der Stam
parthen

@aaron @Arnoud. Thanks for your advice. Unfortunately that won't be posible. I think I can't ask customers to do that. Maybe our own alias idea might work. Thnx

September 14, 2012 00:25
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Hagop Hagopian

How can I add around 35,000 end-users through the easiest way possible? Is there a way where I can upload my customer contacts database through an excel sheet?

October 09, 2012 13:38
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Justin Seymour
Zendesk

Hi Hagop: 

You can bulk upload users and organizations via a CSV file. However, each file can contain no more than 2000 rows of data. You'll need to create multiple files for that many users, obviously. You can also use the API to add users. 

https://support.zendesk.com/entries/20065732-bulk-importing-users-a...
http://developer.zendesk.com/documentation/rest_api/introduction.html

October 10, 2012 04:56
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Jason McGee
socialware

Quick question as I have been looking through other forums and this seems to be the best place to ask. We have an open Zendesk but would like to know if there is a way to 'approve' users account before they have access to forums but still allow the submission of requests from anyone. Is that possible?

Thanks in advance.

October 16, 2012 13:44
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Justin Seymour
Zendesk

Hey Jason: 

You can always allow ticket requests from anyone, as those settings are separate from your forums. Short of tagging a bunch of people to allow access to each forum, there's really no way to approve accounts before they're allowed to post. The tagging function simply gives users access to the forum, though you'd have to tag everybody, per forum, and then remember to tag the new folks as they come in. I wish I had a solution for you, but a pre-posting approval function is not in place. 

October 17, 2012 04:39
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Barbaraguerpillon

HI,

I'm only using a email based custoer support I do not want my end user eceived this email:

Welcome to XXX ,  Please click the link below to create a password and login.

 

I hope someone can reply me shortly

B

October 19, 2012 19:37
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Justin Seymour
Zendesk

Head over to Settings > Customers and make sure you've disabled Ask users to register

October 22, 2012 07:49
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Aaron Pewtherer
Zendesk

@Jason: To "approve" people to access the forums, the best practice is to restrict forum topics with a tag, or organization. You will need to edit all existing forums, and remember to restrict all future forum topics. Then, when you "approve" an enduser, add them to an organization, or add the tag to their profile.

@Barbara: In addition to what Justin said, also verify that you disabled, "Also send a welcome email when a new user is created by an agent or administrator." This can be found under Settings > Customers (New Zendesk), or "Settings > Endusers > "User welcome email" (Classic Zendesk).

October 23, 2012 10:35
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Bill Hughes
weehooey

@Aaron, we are a Google Apps reseller and most of our customers are Google Apps subscribers. When we add a new user to the system, they receive an email that prompts them to create a password but does not give them the option to login with their Google account. 

Alternatively, if they go on their own and create an account they can just login with their Google account.

We also tried not entering an email address when creating the user and then specifying a Google account... but they still are prompted to create a password and no option to login with Google.

We would like to allow our customers the option to login with Google right from the start -- one of the advantages of Zendesk is no extra passwords for our customers.

Thnaks for any help / work around you can offer. 

December 31, 2012 11:07
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Art
captionsync

@Daniel, if you are still following this, I'm curious what you meant by "Maybe our own alias idea might work."  Have you come up with an email aliasing scheme that works in Zendesk?

I'm in the same boat - I have end users who manage multiple accounts using the same email address.  Since we are going to use SSO for the web portal, I'm thinking of using a tagging system that automatically tags the user with the correct account on our system when they login.  This way any tickets they create while logged in under Account A will be tagged Account_A, and if they login tomorrow under Account B the tickets will be tagged Account_B. 

This doesn't quite work when they submit a ticket by email.  If the day after tomorrow they submit by email, it will be tagged Account_B, which is what they last logged in as, even if they intended to submit for Account A.  I think we can live with that; users know when they have multiple accounts, and they will be willing to tell us which account they are asking about if they submit by email. 

Using an internal email aliasing scheme (e.g., account_A@ourdomain.com) seems risky, because then notifications are likely to get sent to an invalid email.  Since we don't plan to use Google login, one option I thought about was trying to use the Google identity to identify the account on our system. However, I don't yet see any advantages of that over the tagging system I mentioned above.

@zendesk, what is the current best practice for customers in our situation (and Daniel's)?  Do you see any problems with the tagging approach that I describe? 

January 01, 2013 13:36
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Aaron Pewtherer
Zendesk

@Bill: Nice replication steps. You are correct. Creating a new enduser would send them a email verification, that would ask them to create a Zendesk password. Hmm. That would be an interesting functionality to instead offer them an option to not create a password, and instead point them to the login page.

Although this would be a feature request, would either of these workarounds do, for the time being?:
1: Change the "User welcome email" under Settings > Customers to state, "If you are a Google Apps user, please instead use the following link: "subdomain.zendesk.com/login"
2. Turn off the "User Welcome Email", and send a separate email from your email server stating that a support account has been created, and they should follow the link (as stated above).

@Art: Good thoughts. Identifying account type by email is tricky, especially if the enduser is using the same email address, and asking about different accounts.

Best practices are as follows:
1. Send different account questions to different email addresses, that in turn get forwarded to an account-specific email address on your Zendesk (and tagged).
2. Ask them to login to the web portal and require them to choose a dropdown for related account.
3. Create a custom form, outside of Zendesk, and create tickets via API. 
4. Ask the requester to specify what account they are asking about in the email body, and use the trigger condition, "Comment text contains the following..." (This will search the subject and email body, and tag accordingly. 

January 02, 2013 11:11
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Bill Hughes
weehooey

@Aaron. Thanks for the workaround. Being new to Zendesk hadn't considered all the possibilities. We have implemented #1 because we do a small number of customers who haven't seen the Google Apps light yet :-) and we like the automated welcome. 

I submitted a feature request: https://support.zendesk.com/entries/22834852

January 02, 2013 15:13
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John Schutte

I work on a rather restricted network, which doesn't allow my students to access most webmail services due to various laws and requirements provided by the school system.  I want students to be able to use the web portal in order to access their tickets.

The idea I had, which is not entirely efficient, is to use the Gmail+1 trick to have school+studentname@domain.com as an e-mail address for students to login through.  Ideally, I would like to have a dummy domain that doesn't require e-mail verification in order for students to access the Web Portal.

Such as, studentname@stu-k12.loc, so that I can associate the Organization to the domain without having to worry about bouncing emails and the like.

Basically, I'd like to have "Web Portal Only" users (students) while teachers/admins could still use e-mail support.  If I had to choose one or the other, Web Portal Only for everyone would be that choice.  Is this possible?

January 25, 2013 13:09
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Justin Seymour
Zendesk

Hey John: 

Email addresses need to be unique for each end-user. If you were using the modified Gmail address, you'd be relying on the students to log-in appropriately with the correct format. Even with the address change, notifications and ticket updates would all go back to the one main address on the domain. Unless the students always logged in to the portal, they'd never know if something was updated. You can disable the registration requirement from Settings > End-users. Zendesk will no longer prompt users to create an account. 

February 10, 2013 05:03
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Dan Gray
9point8

I'd like to confirm that custom fields cannot be added to the User Profile (i.e. billing address, shipping address, etc.). I see that it is possible for ticket fields, but doesn't look like it is an option for Users.

February 25, 2013 12:24
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Justin Seymour
Zendesk

That's correct, Dan. Custom fields can be added to the ticket, and not the user profile. 

February 25, 2013 12:29
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Jon

I know how to Bulk Add users but how can I Bulk Delete users?  I have nearly 25 accounts which were created in error and do not wish to delete them one by one.

April 01, 2013 15:20
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Brandon K.
Zendesk

Hey Jon,

Because deletion in Zendesk is permanent we added safeguards to prevent data from being accidentally deleted and therefore there is no native way in Zendesk to bulk delete users. The only way to bulk delete users would be through the API, you can find documentation here: http://developer.zendesk.com/documentation/rest_api/users.html#dele...

April 01, 2013 16:56
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Sue Ann Pien

Hi, 

Our users send us tickets automatically from within their accounts on our sites. My question is, how do I see which email address the end-user was using when sending in a ticket? Is there a way to find out this information even if the username displays 'N/A' underneath their names in the "People" section on Zendesk? 

April 30, 2013 15:12
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Brandon K.
Zendesk

If you go to the events log by clicking events in the top right corner of the screen on a ticket, you should be able to see the source of the email under the first comment of the ticket. There should be a line that says 'By email to' and then list two email addresses. The first email address is where the user sent the email from and the second address is the email that the user sent it to. Additionally, if you click 'Show email' to the right of that line, you can see the email that was sent in a more graphical layout.

April 30, 2013 15:29
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Sue Ann Pien

Hi Brandon - I did what you suggested and still am not able to retrieve any information regarding this user's email. Here is the screen that pops up on the bottom of the first comment:

April 30, 2013 15:35
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Brandon K.
Zendesk

As long as the ticket was created via email, the information should be right below what you took a screenshot of. Here is an example:

 show_email.png

April 30, 2013 15:47
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Sue Ann Pien

If it says "By Web Service" then there is no way for me to verify this user's email address at all, correct? Or is there another way to retrieve the email even if it is "By Web Service"?

April 30, 2013 15:54
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Brandon K.
Zendesk

If it says Web Service then the tickets are being created through the API. I would recommend that you contact the person that created this custom integration to push these tickets in your Zendesk. I bet the information is there, they might just need to alter the call a bit to include that information as well.

April 30, 2013 17:33
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Sue Ann Pien

Thank you.

April 30, 2013 18:43
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Chad R. Bates
winshuttle

Feature request: Filters on the People section.

When I go in to look at Orgs or End Users, I would like to see who isn't assigned to an org or which orgs don't have domains entered.

If large support groups, there can be hundreds of pages of users and orgs, so some way to find what you are looking for would be helpful.

Also a method of exporting the information collected, would be really helpful.

May 01, 2013 09:01
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Brandon K.
Zendesk

Hey Chad,

Thanks for posting your feature request, that does seem like a very useful feature. Do you think you could post this in our feature request forum though? Our product managers often go to that forum and will put features with a lot of community support on our roadmap to be put into the product, so you will get a lot more visibility than in this article. https://support.zendesk.com/forums/1848-Feature-Requests

May 01, 2013 12:25
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Marshall LigaForex
ligaforex

Hi Brandon,

 

I just received a ticket but do not know how it came into the system.

 

The ticket shows the users gmail address, but does not have any information such as "Via" or "by email"

 

Since we are not currently using forms, in theory the only possible way the user could have contacted us is our "support@" address.  All the tests I have conducted included the above information so I'm surprised and confused this real user's ticket has no such info.

 

Is there any equivalent to "view full header" for more complete info?

 

Thanks!

May 10, 2013 01:33
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Brandon K.
Zendesk

Hey Marshall,

If you go to the events view at the top right of the ticket you will be able to find this information. Scroll to the bottom of the first comment and look for what channel it tells you the ticket was sent in through. If it was email, you can view the source and the headers by clicking 'show email'. Here's a screenshot of what it looks like:

show_email.png

May 10, 2013 16:19
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Marshall LigaForex
ligaforex

Hi Brandon, ... that's what I meant - when the info you mention is *not* displayed, what are my options to dig deeper? And how/why would the info not appear?

Thanks!

May 12, 2013 18:57
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Brandon K.
Zendesk

Hey Marshall,

Is anything displayed under the events log? I can't view the screenshot you attached, it doesn't seem to be properly formatted, but if you could try to send me another screenshot or give me the ticket number along with your subdomain I could take a look for you. If you do see something listed under the events log though, there are several ticket channels that Zendesk tickets can come through and you can find a key here: https://support.zendesk.com/entries/22904691-About-Zendesk-channels 

May 13, 2013 11:22
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Marshall LigaForex
ligaforex

Hmmm, not having luck "attaching" or pasting the jpg screen shot.

Ticket #48 - ligaforex.zendesk.com

May 13, 2013 19:31
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Brandon K.
Zendesk

Hey Marshall,

I took a look at your account and it appears that ticket 48 was created through the web portal. This means that they went to your Zendesk landing page at ligaforex.zendesk.com and clicked the tab 'Submit A Request' and filled out their information. If you don't want unknown users to be able to submit tickets through this page, you could hide the tab with CSS for logged out users or set it so only previously registered users can submit tickets by going to Settings > Customers and unchecking 'Anybody can submit tickets'

May 14, 2013 15:17
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Marshall LigaForex
ligaforex

Awesome!

Thanks for the speedy reply Brandon ;)

May 14, 2013 19:02
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Marisa Alaniz

When we delete an Agent, will Solved or Closed tickets be changed to Unassigned or will they remain as assigned to the Agent?   My concern is reporting as I do not want to affect our reporting or historical data by deleting the agent.  We have already suspended the Agent's access but would ideally like to delete the Agent profile.  

June 01, 2013 23:44
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Avi Warner
Zendesk

Marisa, Solved tickets will be unassigned but closed tickets will remain associated with that agent indefinitely. You'll want to wait until those solved tickets change over to 'Closed' or create a trigger to do so right away. 

June 03, 2013 12:10
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Sudha Sundaresan

We are trying to achieve the following flow:

When an end user signs up for an account, we would like to display a Terms of Service agreement and make its acceptance mandatory before the account is created. We would also like an email notification that a new user has signed up. Is this possible to achieve?

 

If not possible with the current Zendesk flow, is it possible to specify a redirect URL for the account creation step alone, so that the user can be redirected to a page we host for the account creation that displays the Terms of Service. We will, in the backend, create a user in the Zendesk system.

Thank you in advance for your response.

June 05, 2013 22:47
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Jillana Peterson
Zendesk

Hi Sudha - You can certainly accomplish this with a bit of development! Hypothetically, you could use a JS Widget to redirect the "sign up" link in the upper right of your homepage to redirect to your Terms of Service agreement on an external site, then send them back to the homepage after accepting. You could also employ the API so that upon acceptance of your Terms of Service, the user is created in Zendesk and an email is sent to you or whomever you'd like. If you have any further questions about this process, please email us at support@zendesk.com so we can elaborate in a ticket :)

June 13, 2013 14:21
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Andrew Bagner
swremote

This might seem like a silly question, but is there anyway to add a user through the agent interface without an email address?  We deal with many customers who do not either know their email address, or do not have one assigned to them through their company they work for.  I know, crazy right?  If there isn't a way to do so, does anyone know of a workaround for this, or a best practices?  I would love to be able to create a user with their name, and maybe their phone number, and then be able to add the email address in later if they are able to obtain it.  Any help would be great!

November 01, 2013 09:20
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Jenny Feith
Zendesk

Hey Andrew,

Currently, Zendesk requires an email when you manually add a user. As an online ticketing system, the native functionality is heavily dependent on emails for notifications and workflow. 

However, a workaround would be to create dummy email addresses for every client who does not have one. Additionally you may want to add a tag to those non-email users to be able to 

1. distinguish them from users with real email addresses 

2. use the tag in your triggers to exclude non-email users from receiving email notifications.

November 01, 2013 15:46
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Edward Nelson
gopro

I believe I may have asked this before, I apologize in advance for the duplication.  We are looking to streamline the process of allowing a sub-set of our users to generate tickets to us.  The iPhone app in conjunction with voice to text demonstrated exactly what we need during a pilot demonstration.  However, I understated that only Agents and Admins can create tickets via the app.  Is there a reason why end-users cannot use this feature?  Do you anticipate changing this in the future to allow for end-user submission via the app?

November 15, 2013 11:30
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Avi Warner
Zendesk

@Edward, the app was only designed for agents in mind. We don't yet have any plans to adapt it for end-user use (as it would take significant changes to function and branding). I do believe though that we have plans in the vein of a mobile SDK or other app solutions specifically for end-users, so keep an eye out for those announcements. 

In the interim, you can build a custom ticket form that creates tickets via our API: http://developer.zendesk.com/documentation/rest_api/tickets.html

November 21, 2013 04:25
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Annie Shay
evaluationkit

Hello,

    Is there a way to restrict which end-users can submit a ticket, based on their organization?

Thanks!

Annie

November 25, 2013 12:23
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Emily
Zendesk

Hi Annie, 

While you cannot blacklist a collection of end-users based specifically on their organization, you can affect the same idea by blacklisting an email domain

November 25, 2013 12:42
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Annie Shay
evaluationkit

Hi Emily,

     I do not want to block any of our users from Help Center... Our end-users are automatically registered when they login to our Help Center via SSO through our software. However, there are some end-users who I would like to still have access to our Help Center information, but not be able to Submit a Ticket. 

Thanks!

November 25, 2013 12:49
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Wes Drury
muscogee

@Annie - Take a look at the below article as it may help you out.  Goodluck.

https://support.zendesk.com/entries/27280206

November 25, 2013 13:45
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Annie Shay
evaluationkit

Thanks Wes... This is very helpful!

November 25, 2013 13:49
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Anya

Hi,

Is there a way to search for customers who have created multiple tickets? I know you can find tickets that have been reopened but I'd like to be able to see all customers who have created several separate tickets. 

Thanks!

December 04, 2013 07:49
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Emily
Zendesk

Hi Anya,

While there's no way to search for end-users who've specifically created more than one ticket, you could build a report in Gooddata (on the Plus or Enterprise plan) to capture these end-users. 

As you may already know, a Gooddata report is broken into three elements: What, How and Filter. For this report, your 'What' would be # unsolved tickets (whatever status of ticket you were specifically looking to measure). Your 'How' would be Requester. Your filter would specify that the # unsolved tickets is greater than 1:

GD_filter.png

December 04, 2013 10:39
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Anya

Awesome. I think that will do it. Thanks Emily!

December 05, 2013 02:27
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Gejza Horváth

How can I change the user name of the registered user? On the user profile page there is no option.

January 19, 2014 02:15
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Emily
Zendesk

Hi Gejza, 

On an end-user's profile page, an Administrator can change their first and last name in the field just to the right of their profile picture. Just delete what's currently in the field and enter new info!

If you're instead asking how to change the username (as in a portion of an end-user's login credentials), this would be done by changing their primary email address. To do so, an Administrator could just add a secondary email address using the 'Add contact' link in the left panel of their end-user profile; then verify the email address; then make it the primary email address. 

January 21, 2014 14:50
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Brian Pavlovich
tradeextensions

Does the setting at the Org level for "Users: Can view all Org tickets" override what is shown in the end-users profile.  (We really feel that End-users should inherit the Org's setting by default to avoid issues & confusion.)

If the Org setting does not have priority; how do we bulk update all of the users whose accounts were created in conflict of the desires setting?

 

 

February 04, 2014 07:48
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Emily
Zendesk

Hi Brian, 

I did some testing to answer your question and here's what I found:

When you create an end-user who can only view their own tickets, then add them to a shared organization, their end-user profile (when viewed from the agent interface) will still show that they can only view their own tickets. However, when the end-user signs in, they will see a link to the organization's tickets, where they can view all shared tickets:

SharedOrg.png

I'll follow up with our Support Team to let them know the 'Access' section of the end-user profile should change to reflect the shared org.

February 04, 2014 12:03
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Brian Pavlovich
tradeextensions

Thanks Emily - another question:  I don't see mention of support for adding multiple phone numbers to a contact.  Why not, and is there an existing update in the pipeline?

February 12, 2014 06:18
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Laura D.
Zendesk

Hi Brian, 

There isn't a way to add extra phone numbers to end-user profiles at this point and I'm not sure why this is the case. I haven't seen anything specific about adding this, I'll ask around about the possibility of that changing. Might take a little time but I'll do my best!

February 12, 2014 16:10
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Cris Sandberg
rodgersinstruments

+1 for additional phone numbers per user.  Most of my users have an office number and a cell phone number, and many have some other alternate number.  I need to be able to find any of those whenever I look at a profile.  Hoping that can be added.

February 25, 2014 08:56
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Jack Kwong
cpfsupport

Hi, I am trying to disable the "User welcome Email" but I do not see that option under the "Customer" setting tab. Has this feature been disable?

March 05, 2014 17:26
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Emily
Zendesk

Hi Jack, 

As long as you have 'Anybody can submit tickets' enabled, the user welcome email cannot be disabled. We protect tickets behind the login screen for security reasons, so users will always be asked to create an account if they want to see those tickets in a public help desk. If you disable 'Anybody can submit tickets,'  any tickets submitted by users who are not already in your help desk with a profile will be suspended. Unsuspending those tickets will automatically create an end-user profile, though.

March 06, 2014 16:41
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John Higgins
bimotech

Hi, I am trying to amend a customers account so that they can access all tickets within their organisation but the option is not there?  Can you help please?

Thanks,

John

March 26, 2014 03:20
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Doug Hacker
zoomtext

I'm noticing, and it may be just recently, that when I add a user it takes an abnormally long time for that user to appear in the search field "Requester" on a new ticket. This is a big problem, someone calls on the phone and we add them, shouldn't we be able to assign them as the ticket requester immediately?

March 27, 2014 08:00
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Graeme Carmichael
nhsggc

@John Higgins, you should see the option to give the user access to all tickets in their organisation in the 'Access' drop down in the user profile. See the attached screenshot.

The drop down will not be available to you if your permissions do not allow you to edit users or you are restricted to editing users within your own organisation. Also, if the requester happens to be an agent or an administrator, you may not be able to edit their access.

 

March 27, 2014 08:46
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Stan Gabriszeski
therealreal

For end-user accounts that are created by the system, without First/Last Name (like Zendesk Voice callers), how does one manually add in the name (which we'll usually determine once we talk to them)?

March 27, 2014 15:28
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Emily
Zendesk

Hi Stan, 

You can pull up the end-user profile created by the call and edit the name to replace the "Caller: +1 (xxx) xxx-xxxx." Or, you can merge the new profile with the profile of an existing end-user. 

March 27, 2014 16:58
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Mark Fly

Where do I edit the Signature Block and Logo that is sent to the EU's? I can find the text and all, but, when I tested our new product welcome email it gave me :

Sincerely, 

 

Your SmartCompliance Support Team

support@smartcomplianceinc.com

NEED THE NUMBER HERE (if you want to include it)

 

SMARTCOMPLIANCE LOGO

April 07, 2014 10:25
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Emily
Zendesk

Hi Mark, 

I was unable to connect an Zendesk account to the email address you used to submit this post, but here's some general info to start with:

It may be the company's Agent Signature, which an Admin could see at Settings > Agents. 

It may be, like you said, the Welcome Email, which an Admin could modify at Settings > Customers.

It may be in your business rules, which an Admin could modify at Business Rules > Triggers or Business Rules > Automations.

It may be in your email template, which an Admin could modify at Channels > Email. 

If none of those leads point you in the right direction, please let me know and I'll create a support ticket on your behalf where we can look at your specific instance.

April 08, 2014 15:39
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Arvind Chahal
streetcontxt

Hello! I'm new to Zendesk so I apologize if this is answered somewhere else.  Our platform uses Zendesk for support, though we are still in dev so we don't have any "real" end-users as of yet.

Is it possible to have an end user account automatically created when they register for our platform? Thanks.

April 21, 2014 13:18
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Wes Drury
muscogee

Hi Arvind and welcome to the Zendesk Family.  You can create new users via the API and this require some programming in order to accomplish.  You can review the API information about creation of users from here:

http://developer.zendesk.com/documentation/rest_api/users.html

You will also find many different examples on how to do this.

April 21, 2014 13:33