Adding and managing end-users Follow

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End-users are those people who request support; these are your customers. They interact with Zendesk Support, using Help Center, Web widget, email, Chat, telephone, Facebook, and Twitter. Regardless of the channel that your customers use to request support, each customer must have an account. An end-user's account contains required and optional information.

There are many ways that users can be added. They can add themselves by submitting a support request. You can add them manually or in a bulk import of users or via the Zendesk API.

Adding end-users

As an agent, you can add end-users only.

Note: 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..

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, you can open a ticket for the customer, and they will receive email notifications whenever the ticket is updated and be able to communicate via email with the agent assigned to the ticket.

You can enable end-users access to the Help Center so that they can sign in and submit and track support requests. Or you might only interact with their end-users via email. To sign in to the Help Center, end-users need to verify their account and create a password. End-users who interact via email only are not required to verify their account since they do not sign in to the Help Center.

So, depending on your settings, 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.

To add an end-user
  1. Hover over the +Add tab in the top toolbar, then select User.

  2. Enter the user's Name and Email, then click the Role drop-down and select End-user.
  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).
    Note: On Essential, the user data options are limited to Role, Email, Contacts, Details, and Notes.
  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.

    When you are finished entering information, you can close the user's profile by navigating away from it. The information you entered is saved automatically.

    User data Description
    Role Defines the user's function and access level. 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 do one of the following:
    • View and edit own tickets only, meaning users can only see and comment on tickets where they are the requester.
      Note: If you chose this setting, but the org setting gives users in the org access to all tickets, this user setting will be overridden by the org setting.
    • Can view tickets from user's org, meaning user can see (but not comment on) all tickets in their organizaiton.
      Note: If you chose this setting, and the org setting restricts access for users in the org to their own tickets only, this user setting will override the org setting.
    Email This is the email address you added for the end-user. The email address must be unique to the end-user. You cannot use a duplicate email address.
    Contacts You can also add additional contact information for users using the Add contacts link. See Adding and managing user contact information.
    Tags List of 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 you might not have enabled user tagging. See Adding tags to users and organizations.
    Organization If you use organizations, and you want to add this end-user to one, click Add organization, then enter the name of the organization. Click Add organization again if you'd like to add this user to multiple organizations (see Managing users in multiple organizations).

    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.

    If your administrator has set up user mapping, which automatically adds new users to an organization based on their email domain, you can leave this blank.

    Language Language the user will view your instance of Zendesk Support in. This setting affects this user only. The end-user's Web portal or Help Center will appear in the selected language and some system messages and email notifications may also be in the selected language.
    Time zone The end-user's local time zone; used to time stamp tickets submitted by this user. This setting affects this user only.
    Details Additional details about the end-user. Address, for example. Details are visible to agents only, not end-users.
    Notes 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, phone, and social media, like Google, Twitter, and Facebook.

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.

You can also add multiple Google accounts and Twitter accounts. Note that you can only add one phone number and one Facebook account.
Note: In addition to adding contact info, you can add a photo to a user's profile, depending on your role (see Adding a photo to your user profile).
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.
  2. In the user's profile, click Add contact and select the type of contact you want to add, then enter the contact information in the field that appears.
  3. Repeat as needed.
  4. When you are finished, you can close the user's profile by navigating away from it.
To Resend verification or verify an email
  • In the user's profile, click the email address and select Resend verification email or Verify now.

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.

To view and edit a user's profile, do either of the following
  • In a ticket, click the tab for the ticket requester's profile, which contains the user's account data and a list of all of their tickets.

  • Click the Search icon () in the sidebar, then search for the end-user you want to edit.
To edit or make a new primary email
  • In the user's profile, click the arrow next to the contact box and select Edit from the drop-down list. Type the edits directly in.
  • To choose a new primary email, select Make primary contact from the drop-down list. You must have more than one email to change primary emails.

Identifying undeliverable email addresses for users

If Zendesk Support cannot deliver email notifications to a user's email address, after 50 attempts an alert will appear in the user's profile beside the email address.

Email might be undeliverable for many reasons, including the email address is entered incorrectly or the email account is closed. The issue might also be temporary, such as the email server is down or the email account is full (especially if the email account is shared).

To identify an undeliverable email address
  • In a user's profile, look for a warning icon beside an undeliverable email address, then hover your mouse over the icon to read the message.

To resolve the warning icon:
  • If the email address is incorrect, or otherwise needs to be replaced, take these steps: Add the correct email address as a new email address, then remove the incorrect email address.

    You cannot edit a user's email address.

  • If the email address is valid, and it's the only email address for the user, take these steps: Add a fake email address and delete the email address with the alert. Then add the correct email address and delete the fake email address.

    You cannot edit a user's email address, and a user must have at least one email address at all times.

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.
  2. In the user's profile, click the User options arrow in the upper right, then select Delete.

  3. When prompted, click OK to confirm the deletion. If you want to cancel the deletion, click Cancel instead.

    To delete a user's contact

    • In the user's profile, click the arrow next to contact information box, then select Remove from the drop-down list.

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 duplicat account.

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