You can add agents and administrators manually, through a bulk import of users, or through the Zendesk API. You must be an administrator to add agents and admins.
This article covers the following topics:
Adding an agent or administrator
Administrators can add end-users, agents, and administrators. The account owner can also add agent seats to your subscription. The account owner is included as an agent seat in your subscription.
- Hover over the +Add tab, then select User.
- Enter the user's Name and Email, then select a Role.
- Click Add.
Note: If you get an error, you might need to purchase more agent seats. Depending on your account, owners can add agent seats in three ways:
- Directly from the window that appears by clicking Purchase
- Under Admin() > Settings > Account > Subscriptions
- By contacting your account representative
- In the user's profile, enter user information (see About the user options below) and set agent permission (see About agent privileges and ticket access.
If you are on Enterprise, agent permissions are not set in the user profile, but are determined by the custom role you select for the agent. See Creating custom roles.
- If you want to add additional contact information, 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.
You can also watch this short video about adding agents.
About the user options
The following table describes the options that can be set for a new user.
|Email address used for all email communications with the user.|
|Role||Defines the user's function and access level in your Zendesk Support. There are three user types: End-user, Agent, Administrator. On Enterprise, you can create custom roles for agents. Only administrators can change a user's role.|
|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 (Professional and Enterprise)||Alternative name for an agent to use on all communications with end-users instead of the agent's real name. If this field blank is blank, the agent's real name will be used in email communications.|
|Signature||Closing line added to an agent'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 you 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. On the Team plan, users can belong to only one organization. On Professional and Enterprise, users can belong to multiple organizations, up to 300. A user does not have to belong to any organization, however.
For more information, see About organizations and groups.
|Language||Language the user will view your Zendesk Support in. This setting affects this user only.|
|Time zone||Local time zone for the user; 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.|
About agent privileges and 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 their forums access). These privileges are described in the following table.
|Groups||List of groups the agent belongs to. Agents must belong to at least one group.
Click the group name to edit the groups for the agent. For more information about groups see, Creating, managing, and using groups.
Define the agent's access to tickets as one of the following:
|Comments||Determine the type of comments an agent can make on tickets.
(if you have Help Center enabled)
Set the Help Center privileges for the agent.
Note: Permission for agents who are Help Center Viewers to add and edit articles and posts is set at the section level in the knowledge base (see Allowing agents to add or edit articles) and at the topic level in the community (see Allowing agents to add or edit posts in community topics).