End users are the users who request support, also known as your customers. They interact with Zendesk and submit tickets. Regardless of the channel your customers use to request support, each customer must have an account. An end user's account contains both required and optional information.
Adding end users
There are many ways users can be added. They can add themselves by submitting a support request or agents and administrators can add them manually. If you are an administrator you can add several users at once using bulk import or add users via the Zendesk API. See Bulk importing users and Importing users with the Zendesk API.
This section will instruct you on how to add end-users by creating new user accounts in Zendesk Support. Both agents and administrators can perform this action. You might use this for example, if you're on the telephone with a customer who has never before requested support and therefore doesn't have an account. By creating a user account, you can then follow-up with an email.
There are additional end-user registration settings you can set, such as access to your Help Center, email verification, and support request settings. See Managing end-user settings for more information.
- Hover over the +Add tab in the top toolbar, then select User.
- Enter the user's Name and Email, then click the Role drop-down and select End-user.
- Click Save.
You can add additional information to the user's profile after clicking Save.
- 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.
Viewing a user's profile in Zendesk Support
You can view an end-user's profile either in Zendesk Support or Help Center. For information on viewing your own user profile, see Viewing your Zendesk Support user profile. For information on viewing a user's profile in Help Center, see Viewing user profiles from Help Center.
- Open a user's profile using one of the following methods in Zendesk Support:
- Click the Search icon (
) in the sidebar, then search for the end-user you want to edit.
- Click the tab for the ticket requester's profile in a ticket.
- Click the Search icon (
- Click through the different tabs on the main window to view the following information:
- Tickets: View a user's requested or CC'd tickets. See Viewing your tickets activity in your profile.
- Help Center: View a user's comments, posts, votes, and subscriptions.
- Security Settings: Reset a user's password. See Resetting users passwords.
- Click the + New Ticket button next to the user's name at the top right of the profile to create a new ticket on their behalf or the down arrow to perform actions such as merging, suspending, deleting, or assuming the identity of the user.
- View and edit user details on the left side of your profile. Below are the default user fields shown. If you have additional Zendesk Support features or have created custom fields, they will be included in the user details panel as well (see Adding custom fields to users).
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 Important: There are organization access settings in the user profile and in the organization itself. If the settings are in conflict, the more permissive setting overrides the less permissive setting.-
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 organization.
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 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 Enabling multiple organizations for users). 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 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. -
View and edit own tickets only, meaning users can only see and comment on tickets where they are the requester.
Editing users
In Zendesk Support, you can make edits to a user's profile, including editing their user profile details, adding or editing user contact information, and more. You can suspend, delete, or assume the identity of the user.
- Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- Click the user's name to enter a new profile name.
- Click the down arrow next to the +New ticket button at the top right of the profile to merge, suspend, delete, or assume the identity of the user.
- To edit a user's details, click the field box you would like to edit. You can also add user's contact information from this location.
For details of the default user fields, see the table in the previous section.
For information about deleting users, see Deleting users.
Adding user contact information
A user account can contain multiple types of contact information, including email, phone, and social media accounts.
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 phone numbers, Google accounts, and Twitter accounts. Note that you can only add one Facebook account.
- Navigate to the user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- 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.
- Repeat as needed.
- When you are finished, you can close the user's profile by navigating away from it.
To delete a user's contact information
- In the user's profile, click the arrow next to contact information box, then select Remove from the drop-down list.
- In the user's profile, click the email address and select Resend verification email or Verify now.
77 Comments
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!
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.
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.
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!
Jorgen
You can enter this in the search bar:
This will list users with no organization.
More details are in the search reference here.
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.
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)?
Aha! Great! Exactely what I needed. :)
And thanks for the search reference. That will be helpful.
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.
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?
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.
Thanks Graeme. <3
Hey Gareth, That's correct. There's no distinction for the type of device with which the end-user's number is associated.
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?
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...
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
@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!
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?
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
Glad to hear it Tom :)
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
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.
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!
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.
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?
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?
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
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?
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.
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?
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