Managing user resources

This article includes links to resources related to working with all Zendesk Support user types, including agents and end-users. For an explanation of user types and how they work, see Understanding Zendesk Support user roles.

The resources in this article are organized into the following topics:

• Agents
  • Creating and managing agents
  • Agent roles and organization
  • Agent tasks
  • Advice and troubleshooting
  • Support tips
• End-users
  • Managing end-users
  • Organizing end-users
  • End-user security and access
  • Advice and troubleshooting
  • Support tips

Agents

The resources in the following sections are, generally, performed by administrators only. For information on tasks performed by agents, see Agent tasks.

Creating and managing agents

• Adding agents and administrators
• Understanding and setting light agent permissions
• Adding agent seats to your subscription
• Removing or replacing an agent
• Deleting users
• Changing account ownership
• Resetting user passwords

Agent roles and organization

• Creating custom roles and assigning agents (Enterprise)
• Managing users in multiple organizations (Professional and Enterprise)
• Changing agent roles

Agent tasks

• Viewing your user profile in Zendesk Support
• Adding other agents or end-users to a ticket
• Viewing user profiles from Help Center
• Searching users, groups, and organizations

Advice and troubleshooting

• How do I change an agent to a light agent?
• Non-agent administrator
• Are agent and admin roles priced differently?
• How to bulk upload users and specify custom roles
• How to remove agents from groups
• Does Zendesk charge for all users in the account?
• Agent suddenly downgraded to end-user
• How do I upgrade an end-user to agent?

Support tips and best practices

• Best practices for removing agents
• Agent and end-user attributes

End-users

Managing end-users

• Adding and managing end-users
• Managing end-user settings
• Merging a user's duplicate account
• Deleting users
• Adding custom fields to users
• Bulk importing users
• Adding other agents or end-users to a ticket

Organizing end-users

• Managing users in multiple organizations (Professional and Enterprise)
• Enabling multiple organizations for users (Professional and Enterprise)
• Creating and using customer lists (Professional Add-on and Enterprise Add-on)
• Managing your customer lists (Professional Add-on and Enterprise Add-on)

End-user security and access

• Configuring how end-users access and log in to your Zendesk
• Configuring end-user access and sign-in
• Enabling anyone to submit tickets
• Permitting only users with approved email addresses to submit tickets
• Assuming end-users
• Restricting access to Zendesk Support using IP restrictions (Enterprise)
• Verifying an end user's email address

Advice and troubleshooting

• How does Zendesk capture the location of the end-user?
• Can I automatically CC all users in an organization?
• Agent suddenly downgraded to end-user
• Bulk updating users
• How does Zendesk capture the location of the end-user?
• How can I export a list of users?
• Can end-users share an email address?
• How can I view a list of my suspended end users without exporting?
• How do I upgrade an end-user to agent?

Support tips and best practices

• Restricting Chat support to a specific group of users on your Help Center
• Enabling search across multiple Help Centers (Guide Enterprise)
• Agent and end-user attributes
• Keeping track of a specific end-user's tickets within Zendesk Support for reporting or views
• Know your customers: custom user and org fields
• One click access for editing a user's profile!