Adding end-users, agents, and administrators Follow

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You can add users 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.

This article covers the following topics:

Once users have been added, you can organize them and manage the workflow using groups and organizations. See About organizations and groups.

For more information about adding users with the Zendesk API, see Zendesk REST API: Introduction.

Adding a user

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.

Agents can add end-users only. Keep in mind agents with restricted ticket access can't create end-users using the steps below. This applies to agents whose access is set to anything other than All tickets in their user profile.

For information about the administrator and agent roles, see Understanding Zendesk Support user roles.

To add a user
  1. Hover over the +add tab, then select User.
  2. Enter the user's full name, email address, and role in the pop-up dialog box.
  3. 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
    You can add more agents 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.
  4. After clicking Add, you will be re-directed to the user's profile page where you can update their groups and enter user information (see About the user options below).
  5. If you're adding an agent, set privileges for the agent (see About agent privileges and ticket access below).

    If you are on Enterprise, skip this step. Agent permissions are determined by the custom role you select for the agent. For more information about Enterprise custom roles, see Custom agent roles.

  6. 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.
  7. 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.
Users can also be added in a bulk import. See Bulk importing users and organizations

You can also watch this short video about adding agents.

Adding an Agent (01:02)

About the user options

The following table describes the options that can be set for a new user.

Note: On Essential, the user data options are limited to Role, Email, Contacts, Details, and Notes.

Profile data Description
Name User's name.
Email 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.

For information about roles for Essential, Team, and Professional, see Understanding Zendesk Support user roles. For Enterprise, see Using custom agent roles.

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.

Note: On Enterprise, you set the groups an agent belongs to in the agent's profile, but you do not set agent permissions and ticket access in the agent's profile. Agent permissions and access (except for groups) are determined by the custom role you select for the agent. To set agent privileges and ticket access for Enterprise, see Creating custom roles and assigning agents.
Note: On Essential, the agent's profile do not include all of the permissions options described in the following table. On Enterprise, the agent's profile does not include all the options described in the following table, as they are determined by the agent's custom role.

Privileges Description
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.

Access
Define the agent's access to tickets as one of the following:
  • All tickets
  • Tickets in agent's groups
  • Tickets in agent's org
  • Assigned tickets only

    If you select to restrict the agent to an organization, you must also set the agent's organization (on the Add user page). See Restricting an agent to one organization.

    Notwithstanding ticket access restrictions, CC'ing an agent on any ticket lets the agent receive email notifications of all public and private updates to the ticket.

    Note: On Enterprise, you do not set agent ticket access in the user's profiles. Agent permissions are determined by the custom role you select for the agent (see Custom agent roles).
Comments Determine the type of comments an agent can make on tickets.
  • Notes and replies enables the agent to add both internal notes and public replies to tickets.
  • Notes only enables the agent to add only internal notes to tickets.
Help Center

(if you have Help Center enabled)

Set the Help Center privileges for the agent.

  • Viewer means the agent has regular agent permissions for the Help Center.
  • Manager means the agent has full privileges in the Help Center, including modifying the content and design of the Help Center.

See About Help Center user roles.

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).

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.

Tip: Check out Casem's support tip for best practices for removing agents.

To remove an agent

  1. Make sure to reassign all the tickets currently assigned to the agent.
  2. Open the agent's profile page. Click Admin() > Manage > People > Agents, and then click the Edit button on the right side of the agent's name.
  3. Downgrade the agent by selecting End-user as the new Role.
  4. Confirm that you want to downgrade the agent's role.
  5. 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 arrow in the upper right on the profile page.

Have more questions? Submit a request

Comments

  • 0

    I believe this documentation is misleading. It indicates that an agent can add end users which is not actually the case. Only a non-restricted (super) agent or admin can add end users, assign them to organization and edit their names. Agents (those that are restricted to any subset of groups as would be expected in most organizations that are actually implementing Zendesk) are not able to add end users other than through a somewhat clunky ability to add an email address. They will not be able to actually input a name for the end user nor will they be able to provide any additional useful information or attach them to an organization.

    This is a major shortcoming in the design (a flaw to me) that should be addressed. All agents should be able to add end users.

  • 0

    Hey Scott! Thanks for the feedback on this. I see that you also mentioned it in a ticket with Rico. He's submitted your feedback on the documention to our Docs team to see if we can make the information more clear.

  • 1

    Hi Scott,

    Thanks for the feedback on the doc. We've updated it above. I hope it's more clear now!

    Nora

  • 0

    Hi,

    We want agents with restricted access as well to be able to create new end-users. Is it possible to enable somehow? For us this restriction seems pointless.

     

  • 0

    Hey Kazim! What kind of restriction are you referring to?

  • 0

    Hi Jessie,

    We have agents who are part of different groups.

    If we restrict a group of agent to have visibility of tickets in their group only then they are not able to create new End User.

    We want agents to only have visibility of the tickets in their group and still be able to create new end user.

    For us, this restriction of 'not being able to create the end user' is pointless.

  • 0

    Hey Kazim,

    Thanks a bunch for the feedback and I'm sorry to hear that our agent permissions don't seem to be meeting your desired user workflow.  

    Using the Custom User Roles feature available on the Enterprise plan level, you can restrict the ticket access of agents to only those in their own group while still allowing them to create end-users in the account.  However on the plan levels which don't have the custom user roles feature, the amount you're able to customize in terms of agent access is a bit more limited.  

    If this feature is important to your workflow, I'd encourage you to check out our doc on setting up and using custom agent roles.  On the lower account levels agents either are allowed full access to tickets along with the ability to add end-users, or they are designated as restricted agents and have limited access to effect the account.

  • 0

    Hi!

    Can I edit Add new user form?

    Now it contains following fields: Name, Email, Role.

    I need that field Phone was on the form. Is it possible to customize this form?

    Thanks!

  • 0

    Hey coder!

    I'm afraid it's not possible to customize the form at this time. I did some hunting in our Product Feedback forum, and found this thread: Add a user.

    It's a fairly new thread and doesn't have a whole lot of action on it yet, but I'd encourage you to add your vote and detailed use case so our Product Managers will be sure to see it!

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