Forums/Documentation/Agent Guide

Updating your user profile

Jennifer Rowe
posted this on May 15, 2012 09:49

Every user in your Zendesk has a profile that contains essential information such the contact email address, alternate identities, the user's organization, and so on. This includes the support staff (administrators and agents) and the people you support (your end-users).

The following table describes the profile information that can be set for administrators and agents.
Zendesk Classic: The presentation of information in your profile is different than what is presented in the table if you are using Zendesk Classic.
Profile dataDescription
Name Your real name. If you don't define an alias (see below), the name is used on all communications with end-users.

To change your name, see Updating your name in your user profile.

Role Defines a 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 in the Zendesk Administrator Guide.
Groups A collection of agents created by an administrator. Agents must be assigned to at least one group by an administrator, but they can be assigned to more than one. Administrators can add and edit groups, agents cannot. For more information, see About organizations and groups in the Zendesk Administrator Guide.
Alias Alternative name to use on all communications with end-users instead of your real name. Leave this field blank if you want to use your real name on your communications.

This option is available for Plus and Enterprise accounts only. For more information, see Adding an agent alias in the Zendesk Administrator Guide.

Zendesk Classic: This option is called Display name.
Signature Closing line added to your email notifications when you make public ticket comments.
Email Email addresses associated with your profile. The first email address is your primary email address and the only address that receives email notifications. You can add more email addresses to your profile by clicking Add contact. Note that to change your primary email address, you must first add and verify the new email address you want to make primary, then remove the old primary address.
Agent forwarding Office phone or mobile phone you'd like to forward voice calls to instead of answering calls via the browser. You can test the number you enter to make sure calls forward properly.
Contacts Other contact information including your Twitter handle, Facebook page, and Google account. You can also add secondary email addresses.
Tags Any tags you want automatically added to new tickets you create. 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.
Org. A collection of users (both end-users and agents) created by an administrator. Agents can be a member of only one organization. If your Zendesk uses organizations, both administrators and agents can add or edit their organization. For more information, see About organizations and groups in the Zendesk Administrator Guide.
Language Language you'd like to view your Zendesk in. This setting only affects you.
Time zone Local time zone; used to time stamp tickets in your Zendesk. This setting only affects you.
Details Additional details you'd like to add to your profile. Address, for example. Details are visible to other agents but not end-users.
Notes Additional notes you'd like to add to your profile. This information is visible to other agents but not end-users.

Updating your own user profile

You can easily update your own user profile by opening your user profile from the menu beside your user profile icon.

To change your own user profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.
    If you want to update another user's profile, search for the user and open that user's profile instead of your own.

  2. Enter or update information in your profile as needed.

    Your profile is automatically saved as you enter information. When you finish, you can navigate away.

Zendesk Classic: To change your profile in Zendesk Classic, click your name in the upper-right corner of the page header.

Updating your name in your user profile

You can change your name at any time.

To update your name in your own user profile

  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.
    If you want to update another user's name, search for the user and open that user's profile instead of your own.
  2. Click your name on the profile page.
    Your name becomes editable. 
  3. Enter a new name.
    Your profile is automatically saved as you enter information. When you finish, you can navigate away.

Adding a photo to your user profile

You can add a photo to your profile and it will appear in your tickets and forum posts. At any time you can change or remove your photo.

Depending on your role, you can also add photos to other users' profiles.

To add a photo to your profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to add a photo to another user's profile, instead of your own, search for the user and open that user's profile instead of your own.

  2. Click the profile icon in the profile, then select Upload a new photo.

  3. Select an image.

    The image appears in your profile.

To change or remove a photo in your profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to change or remove a photo in another user's profile, search for the user and open that user's profile instead of your own.

  2. Click the profile icon in the profile, then select Upload a new photo or Remove.
  3. If you are uploading a new photo, select the photo.
  4. Refresh the page, if necessary, to see the update.
 

Comments

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Adam Perlman

Hi, what are the optimal dimensions for the portrait photo?

Thanks!

January 28, 2013 08:50
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Justin Seymour
Zendesk

I've aways used 80x80! 

January 29, 2013 05:08
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zoua mua
renesasit

Hi, if I add multiple email addresses in the Email field, will all of these emails receive the same notifications that my primary does? If not, how can I do that.

April 05, 2013 12:52
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Dave Dyson
Zendesk

Hi Zoua -

Email notifications will only be sent to your primary email address. However, you could potentially set up an email forwarder in your email account that forwards incoming email notifications received from Zendesk to your other accounts. Hope that helps!

April 06, 2013 10:34
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Sergey Bazhenov

Hi, while setting up the test desk I've set the email to our really primary support email which we want to use to send the email's to our customers.  Now I've found that this would be the primary email of my zendesk user which cannot be changed.  And now it doesn't allow me to setup the email settings for the desk.  What should I do?

April 24, 2013 02:59
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Brandon K.
Zendesk

Hello Sergey,

You should put the email that you want your end users to see under Channels > Email in the 'Default reply address' field. This is the email address that your users will see as your response as being sent from and the address that they are prompted to reply to. If you accidentally entered this email as your profile's primary email address, you will need to change the address on your profile page by clicking add contact on the left side of the screen and entering a new email address that you want to receive agent notifications on. Once you verify the email address you will be able to make it your primary address and be able to remove the previous address. That address will now be freed up for you to set it as the default for your account.

April 24, 2013 12:22
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Melvin Lang

Hi there,

I am desperately trying to change my email.....maybe I have done something wrong. I have tried numerous times to change it, but when I log back in my email address is till the same.

The email listed: mycorneroftheworld0@gmail.com  is now defunct.

 

I want to change it.  How do I do it, if it keeps on changing back. And I do click the save button.

Regards,

Melvin

username:mycorneroftheworld

May 21, 2013 12:16
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Brandon K.
Zendesk

Hey Melvin,

If you want to change the email address on your user profile you need to first add a second email address and verify it. You can verify by replying to the email that is sent out or manually verifying it right on your user profile. Only after the email address has been verified will you be able to change it to the primary address and delete your old address from your profile. Hope this helps!

May 23, 2013 15:13
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christine

How do I remove a photo from an agent profile? I click edit on the photo but my only option is "upload a new photo". Remove photo does not exist. Help!

June 11, 2013 12:58
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Todd Zabel
Hearsay Social

@Christine - Please see attached screenshot. You may want to verify your permissions in Zendesk. Are you an admin? You might also want to try a different browser; I have had some issues with modifying profile photos in Firefox in the past. If these things don't solve it; I would escalate to Support.

June 12, 2013 07:33
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Mary Gebbia-Portice

PLEASE help me figure out where the system is pulling my picture from. I'm so frustrated. I went to delete my photo yesterday and it did delete the original photo but then pulled a random (NOT flattering) photo from somewhere else out in cyberland. I do not have any external accounts connected and I am using my work email address only. I went back in and replaced the photo with a different one and it did change it on SOME of my past posts and tickets but it is still showing on one ticket in particular. I don't know how it pulled that picture because it's not on this computer and I don't have any accounts connected. I've tried different browsers (Chrome, Firefox). I've cleared histories and cookies and caches. I'm baffled, and frustrated. I don't understand why it changed the photo on some posts and not others, but I suspect it may have something to do with the status of that ticket. 
Any ideas out there that I haven't already tried??? I've also gone into my profiles on other sites to make sure that photo is not a profile pic on another account, and I've even deleted that picture from my other accounts. 
Ugh..........I will keep trying but I hope that someone has a clear and correct fix for this. 

August 29, 2013 05:09
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Mary Gebbia-Portice

And........there it is........the photo that I am trying to remove that does NOT show in my profile but magically appears when I post. This is a problem.........  :-(

August 29, 2013 05:09
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Laura D.
Zendesk

Hi Mary, 

I'm going to start a ticket for you so we can figure this out, I'm sorry it's been so frustrating. Look for an email in just a minute!

August 29, 2013 09:00
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Laura D.
Zendesk

Hi Mary, 

I figured out what's happening. We pull information from the site gravatar.com - they let you create a profile (with a picture) that can be accessed by many other systems, mostly public forums. It means you can create one profile instead of individual ones on many sites. I'd head to their site (http://en.gravatar.com), sign in and delete the picture. 

The inconsistencies of where you're seeing the photo are probably related to where you're using the address that is attached to the Gravatar profile and which other systems (like Zendesk) use it (or not). Sorry for the confusion, I hope this helps!

August 29, 2013 09:48
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Mary Gebbia-Portice

Thank you! That helped and fixed it!! YAY!!!! Oh my gosh, I never would have thought to look at Gravatar. My Wordpress account uses Gravatar and I used that account several years ago for school. I went in and changed my Gravatar picture and the rest of the help desk tickets updated. Thank goodness!

Usually I can fix these things by my help but every once in a while, I need to head to tech support. Thanks for your fast response and for the fix. I knew it had to be pulling from somewhere but couldn't figure it out. Whew.......mystery solved. :-)

-Mary

August 29, 2013 10:11
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Laura D.
Zendesk

Absolutely, always happy to help! I'm glad it was a quick fix too :)

August 29, 2013 10:45
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Will

Hello:

How do you change the owner role to another user?  Our manager is leaving the company, but her role is listed as owner and I cannot find a way to change it.

-Will

September 10, 2013 12:04
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Jennifer Rowe
Zendesk

Hi Will,

Please see this doc on Changing the account owner.

Hope that helps! 

September 10, 2013 13:47
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Chris Chandler

Hi,

I'm trying to change my name in my profile, but am having some difficulty.

It seems that every time I logout/login to my ZenDesk account, my name in my user profile is reset.  I'm using token-based authentication and log into ZenDesk via Magento.  Could it be resetting the name when I log in or am I missing something?

September 19, 2013 07:20
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Laura D.
Zendesk

Hi Chris, 

Yes this is very likely a result of the SSO set up with Magento, I bet that every time you login Magento is passing the name it has to Zendesk. As a first troubleshooting step I would try changing the name in Magento and then logging into Zendesk again. If that doesn't work let me know and I can take another look. 

September 19, 2013 15:47
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Chris Chandler

Hi Laura,

I have confirmed that the name is being updated by Magento.  Is this a bug or a feature?

September 20, 2013 02:37
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Felicisimo Cabuco

Hi,

 

I am having trouble adding an agent forwarding number, when I try to save it, it does not allow me to do this.  Is there something I am doing wrong?  or is this a feature I need enabled?

September 20, 2013 04:48
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Laura D.
Zendesk

@Chris, 

That is by design, the SSO setup looks to the provider of the identity (in this case Magento) to fill in that information.

 

@Felicisimo

Looks like we started a ticket for you on this - let's follow up there, seems like something is happening, as agents should be able to add numbers to their profiles.  

September 20, 2013 10:17
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Renato Di Angelo

salve ragazzi volevo chiedere una cosa dove lo trovo il mio user ID per formulare la domanda su playdom? grazie.

September 24, 2013 05:09
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Joy Carletti
Zendesk

@Renato: Mi dispiace, non siamo in grado di aiutare con questo problema. Potete visitare support.playdom.com per ulteriori assistenza. (Si prega di notare che il campo 'user ID' non è necessario per creare un ticket con loro.)

September 24, 2013 14:07
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Marty
redweek

I'm trying to change my profile photo and when I try to download a new photo, the wheel just goes round and round.  I've cropped the photo to make it smaller but still no go.  In your above step, it says "To change or remove a photo in your profile".  I don't see a way to remove a photo.  So either help me please change my photo or completely remove it.

 

Thanks

October 11, 2013 21:10
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Laura D.
Zendesk

Hi Marty, 

Sorry about the trouble here, sounds like you're doing everything right. Size shouldn't be an issue but a smaller photo would be faster to upload. If you're still not having luck changing the photo, as a Plus customer you can give us a call, 888-670-4887 - that's probably the fastest way to figure out what's happening.

You're right about the option to remove a photo, that isn't available for some reason, looks like we were mistaken in saying that. It does make sense to have it though so I'll see if I can get some clarification. 

October 14, 2013 12:26
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Administrator1
telemd360

Hi,

I uploaded a photo to my profile and was given a confirmation message, yet the photo fails to display with my profile. I tried login out and back in to no avail.

Any thoughts?

Ricardo

October 14, 2013 21:43
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Laura D.
Zendesk

Hi Ricardo, 

That is something we know about it - seems like it showed up last week. It should be fixed later this week. During my testing it seemed that while the photo did not show up on the agent profile it did show in ticket updates and forum posts. Is that true for you? 

Sorry about the trouble - I'll do my best to post an update once it's resolved!

October 14, 2013 22:05
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Laura D.
Zendesk

Hi everyone, 

The issue with profile pictures not showing properly should be resolved as of today, you may need to refresh to see it work properly. Please let us know if you're still having problems and thank you for your patience!

October 17, 2013 11:16
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Leigh Ahlgren
Ncsoft

Is there a way to restrict agents' ability to change their own profiles?

October 22, 2013 15:10
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Ingmar Zahorsky
Zendesk

Hi Leigh,

I am afraid it is not possible to restrict the ability for an agent to change their own profile. It is only possible to restrict end users to do so. You might want to submit a feature request regarding this functionality here:
https://support.zendesk.com/forums/1848-Product-Feedback

 

October 23, 2013 06:59
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Lori Denning
acceptd

Each time one of my agents is assigned a ticket, solves or makes an update to a ticket they receive an email. How can I turn off the alerts?

October 30, 2013 10:35
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Emily
Zendesk

Hi Lori, 

These emails can be discontinued by editing your Triggers. In case you're unfamiliar with this term, Triggers are business rules that perform an action in your account (very often sending an email notification) based on conditions that must be met. We provide you with a set of triggers designed to notify your Agents and End-users of events in the ticket life cycle. You also have the ability to build your own. 

Since you're using Classic Zendesk, you can find your Triggers at Manage > Triggers & Mail Notifications. You'll see an 'edit' link next to each one, which you can click to make changes. If you'd prefer to deactivate a trigger all together, hover over the 'edit' link (without clicking it) and you should see a new 'deactivate' link appear.  

 

October 30, 2013 10:58
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Esther Ahronheim

I'm doing support in a very different time zone from the rest of my company. I don't see TIme Zone listed in my profile at all. Is there a way to change it so that I can see tickets listed in my local time zone, or at least have the timestamp on the tickets also say what timezone they are displayed in?

Thanks!

December 03, 2013 17:14
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Emily
Zendesk

Hi Esther, 

Your Zendesk is on the Regular subscription, which allows for one time zone across the entire account. If you were to upgrade to Plus or Enterprise, agents would be able to set their own time zones

December 04, 2013 10:00
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Yolandé Nelson
lovestockleaf

@Marty and @Laura

If you click on your profile photo, add a new one, and then immediately click on it again, the Remove link is available. That is how I managed to remove a photo :-).

Yolandé | Lovestock & Leaf

January 22, 2014 17:44
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Miosotis Enid Lugo Nichols
Como entro ya a las encuestas ya hice mi pago
February 12, 2014 13:57
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Ramona Lopez
Zendesk

Hola Miosotis,

Parece que has contactado la empresa equivocada. Nosotros sólo suministramos la plataforma de software para el soporte de empresas, puede ser que la empresa que intentas contactar use nuestro software. Por favor, intenta comunicarte directamente con ellos en su sitio web :)

February 16, 2014 07:29
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Alison Vogel

Hello,

I'm an administrator, and I'm trying to change his profile to show his full name instead of just his first name. Your documentation says, "To change your name in new Zendesk, click your name on the profile page." When I click his name, nothing happens. I tried it in my own profile with the same result. I know we're not on classic Zendesk. Is there something between classic and "new"? Is there any way for me to make this change?

Thanks,

Alison

March 26, 2014 16:12
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Emily
Zendesk

Hi Alison, 

We say 'click the name' so you'll know where to put your cursor. That will highlight the name in an editable green box. From there, you can delete the existing name or add to it:

NameChange.png

Since I'm not sure which Agent you're referring to, I'll also mention you may want to check his Alias:

Alias.png

The Alias field is optional in an Agent profile. If it's filled out, the Alias field will override the Agent Name field from the End-user perspective. The End-user will see what's in the Alias field when communicating with an Agent who has that Alias field filled out on their profile. If an Agent does not have an Alias filled out, the End-user will see their Agent Name. Other Agent/Admins will always see the Agent Name. 

March 31, 2014 10:55
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Stephen Lynch
Results.com

What does it mean by adding your Google profile.  Is that your Google+ profile? (which is what I want it to be)

No matter what I put in this field it does not let me save it

April 07, 2014 09:58
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Emily
Zendesk

Hi Stephen, 

The Google reference, when you're adding a new contact to an existing user profile, refers to our Social Media Single Sign-On option. The 'Google' contact box will capture the email address used to sign into your Google Accounts (Gmail, Google +, etc.).

If your Zendesk is configured as an open Zendesk (see Setting up an open Zendesk), meaning that anyone can register and submit support requests, and a user logs in to your Zendesk via a social media sign-in for the first time, two things can happen. If the user already exists in your Zendesk and the social media sign-in has already been added to their user profile as an additional contact, then the user will be associated with their existing account.

 If however the user is either new (no account in your Zendesk yet) or an existing user's social media account hasn't already been added to their user profile, then a new user account is created. For existing users, you can merge the new user account with their existing account. 

April 07, 2014 14:25