Adding and managing end users

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77 Comments

  • Brett Bowser
    Zendesk Community Team

    Hi Mary,

    When viewing the ticket you should see the **Change** button right below the ticket subject.  I've highlighted the area you need to select from your previous screenshot: 

    Once this button is selected the **Requester** field shows up on the left hand side above your ticket fields. More information can be found in our Updating ticket requesters and organizations article which I've attached.

    I hope the above helps!

    2
  • Nicole S.
    Zendesk Community Team

    Hi Byron, 

    I checked in with our product team and there do not appear to be any functional differences between those fields. One was a field from our legacy system and the other came about with newer versions of Support. Basically, it gives you a way to track to different types of "notes" about your users. 

    1
  • Nicole S.
    Zendesk Community Team

    Hi Eckhard - 

    The short answer is yes, there will be a way to meet the erasure obligation in time to be GDPR compliant.

    Legal has told us that there will be a new permanent user delete functionality that will allow user PII to be scrubbed across open tickets, and there will be ways to delete an entire ticket or scrub information from closed tickets as well. 

    Product also noted that, while the idea of making this "one click" is one that appeals to all of us, the early version(s) of this functionality will likely involve a few steps and may require use of the API. There are many things in the works for GDPR and while we'd like to make them all the ideal versions right away,  the first priority is ensuring that we provide all of the tools for compliance come May. Improvements on the implementation can then be made in future iterations. 

    If you have additional questions, I encourage you to reach out to privacy@zendesk.com

    1
  • Jessie Schutz
    Zendesk team member

    Hi Amanda!

    In order to delete an end-user, all of the tickets they've request must be in Closed status. Once a ticket has been moved to closed, none of that ticket's information can be altered in anyway, including being removed. 

    So, long story short, all the ticket data will remain intact if you remove an end user from your Zendesk. Hope that helps!

    1
  • Graeme Carmichael
    Community Moderator

    Jorgen

    You can enter this in the search bar:

    • type:user organization:none

    This will list users with no organization. 

    More details are in the search reference here.

    1
  • Dwight Bussman
    Zendesk team member

    Hi Arin,

    We don't have the ability to re-activate a user's account at the moment. The biggest reason for this I can see: we remove the email addresses/other identities from the user, so it'd be hard (I don't like to say "impossible", but this feels close) to confirm they are actually the same user.

    1
  • Mandy Maleta

    Is there a way to edit an end-users access so that they can still access the help center, but not the web widget (basically only able to see help center articles but unable to submit any support tickets)? 

    0
  • Jørgen Sivesind

    Aha!  Great!  Exactely what I needed.  :)

    And thanks for the search reference.  That will be helpful.

    0
  • Bart

    Hi All, 

    When you merge or add a FB profile to another profile with an email. - there is an option to remove that FB profile from the email - but the tickets history / interactions do not split. Is this intended? -- And once removed - if the same FB profile send a new message it is still part of the same history / interaction of the email profile, albeit the FB profile having been removed. 

     

    Testing this now - so wanted to check if anyone knows if this is just because some time needs to pass? or it does not split once merged? Seems like a very easy way to make a mistake with no going back / removing the FB profile as it's own entity once more. 

     

    Just wanted to add to this: Even though I have removed "Facebook" from the user profile - the tickets from that test Facebook user is still coming into the same profile registered to that email. - And the option to add a different facebook user is greyed out:

    This essentially looks like a bug where you can add a facebook user to an existing user who has an email - but the button to remove the Facebook user does not dissociate them. So if you mess up or add the wrong Facebook user to an already existing profile you are pretty much done for. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Juergen! Sorry for the delayed response!

    Where are your end-users entering this information? Is it in their user profile in your Help Center?

    0
  • Sofia Klock Agelii

    Yes, sure, this explains it. Thank You.

    How will we (Zendesk customers) be notified when this functionality is available? Via email push notifications?

     

    Thank you.

    0
  • Jessie Schutz
    Zendesk team member

    Thanks Graeme. <3

    0
  • Benjamin Koehler

    Hey Gareth, That's correct. There's no distinction for the type of device with which the end-user's number is associated. 

    0
  • Eckhard Doll

    Hello,

    "You cannot delete end-users who are requesters on tickets that are not closed."

    That is an issue if a user requests to be deleted immediately with all connected information as the upcoming GDPR requires. Zendesk needs to implement an option to delete a user and all related tickets even if these tickets are not closed yet. That should be one click with an additional confirmation dialog - no workarounds or API modifications.

    Can we expect this to happen in May to be compliant with the GDPR?

    0
  • Venu

    Hi, 

     I am new to this zendesk.So could you please help to figure out how to configure zendesk support into my application(need entire process from starting to ending).

     Thanks in prior...

    0
  • Nicole S.
    Zendesk Community Team

    Hey Mikhail - 

    You can learn all about how we're preparing for the GDPR regulations here: 

    Zendesk EU Data Protection

    If you have specific questions related to GDPR, you should email privacy@zendesk.com

    0
  • Brett Bowser
    Zendesk Community Team

    @Dolev,

    Unfortunately, there is no way to set up notifications for when a new user is created as mentioned in the article I linked. However, there is an add-on available that would allow you to create a customer list of new users and potentially serve as a workaround. 

    If this is something you're interested in you'll want to reach out to your Account Executive to discuss pricing :)

    Hope this information helps!

    @Ashley apologies for the delayed response! Yes I would recommend reaching out to our Support team so they can investigate further.

    Let me know if there's anything I can assist with here!

    0
  • Amanda Wagner

    Before I delete any end-users, I want to make sure that I'm not losing any information from their tickets that is valuable in my reporting. If I delete a user, is their ticket information still reflected in the data?

    0
  • Sofia Klock Agelii

    Hi Dwight! Thanks for reply. However, I still need to ask:

    - is there a difference between Deleting and Permanently Deleting an agent? How is then the Permanently Deletion executed?

    - what do you mean by "will replace their on all previous tickets"...? Maybe it is a typo :-) but, still, what would their name be replaced by? When I delete the agent in production system today, the name still is shown in the tickets where the agent posted comments.  This would not be GDPR compliant? 

     

    Thank you so much for your attention.

    Sofia

    0
  • Brett Bowser
    Zendesk Community Team

    Glad to hear it Tom :)

    0
  • Juergen Wagenbach

    Hi

    The end-user has the possibility to enter optional information by the "Telephone" and "Description" fields of his profile.We tried to motivate our users to provide some information in these fields which helps to get in touch by direct local support or sales agents if required and learn more about the end-user's company or products by helpful web links to get a better understanding of the customer's concern.

    I have not found how a manager or agent can see the content of the "Telephone" and "Description" field entered by the end-user. Please can you give me a hint where to find this information?

    Kind regards
    Juergen

    0
  • Jessie Schutz
    Zendesk team member

    Hi Alvin! Welcome to the Community!

    If you're on the Team plan or higher, you can add custom User fields. This will allow you to add that Job Title field.

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Ashley,

    When a user is CC'd to an email they should also be added as a CC to the ticket. The expected behavior is that when this user is CC'd there's a user profile created for them if one does not already exist.

    Are you experiencing something different on your end?

    Let me know!

    0
  • Amy Gracer
    Community Moderator

    Is it possible to configure Zendesk to send an email to a specific Agent or Group when a new End User signs up for the Help Center?

     

    We would like to review and approve each user. 

    0
  • Tom Verkooijen

    Hi - I have an issue with end user edit. When I create a ticket for an end user, switch from the ticket details to the profile details in the left column before I save the ticket, and then click the pencil icon to edit the end user, it takes me to an Oops page (We can't seem to find the page you are looking for). This works fine once the ticket is submitted, but not before it is submitted. What am I missing?

    0
  • Arin

    Hi, echoing the above concern, I am using Zendesk API to delete users/organizations. In that case, are these users still available through the API? I seem to be able to use zendesk API to find deleted users by id with the 'active' key set to false. Is this data only really destroyed upon cancellation of the support provider's account?

    0
  • Miihkali Euro

    Hi, the above account deletion question is having general importance, because millions of EU users are affected by the new GDPR regulation (DL 25.5.2018).

     

    BR, Miihkali 

     

    0
  • Nicole S.
    Zendesk Community Team

    Hi Venu -

    Welcome to the Zendesk community! We have lots of helpful folks and useful resources to assist you here.

    Are you looking for assistance trying to set up a Zendesk instance, or are you building an app that you want to integrate with the Zendesk platform?

    0
  • Dwight Bussman
    Zendesk team member

    Greetings Sofia,

    Thanks for raising that point. In talking with our Product team, I learnt that the permanent user deletion can be used for agents and will replace their on all previous tickets as well. Hopefully this helps alleviate this concern about this form of PII.

    0
  • Amy Gracer
    Community Moderator

    HI Mandy,

    The Web Widget has a couple of levels of access. To make it Help only, toggle off  "Contact form" . Does that give you what you are looking for?

    0

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