Adding and managing end-users

End-users are those people who request support; these are your customers. They may interact with your Zendesk using Help Center, Web widget, email, chat, telephone, Facebook, and Twitter. All of these paths into your Zendesk are referred to as channels.

Regardless of the channel that your customers use to request support, each customer must have an account in your Zendesk. And, like channels, 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.

An end-user's account contains required data such as their name and email address. It can also contain additional identities, such as other email addresses, the user's Twitter handle, their organization, and the rest of the data described in the following section.

Adding end-users

As an agent, you can only add end-users. Administrators can add other administrators, agents, and end-users.

Note: Administrators can also add users in a bulk import. See Bulk importing users and organizations in the Zendesk Administrator Guide.

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 to your Zendesk, 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 with your Zendesk via email only are not required to verify their account since they do not sign in to the Help Center.

So, depending on how your Zendesk is set up, 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.

Zendesk Classic: The following procedure is not applicable to Zendesk Classic. To add a user in Classic, select Manage > People, then click Add user. Enter the user's information (refer to the table below), then click Create.
To add an end-user
  1. Hover over the +add tab in the top toolbar, then select User.

  2. Enter the user's full name and email address.
  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).
  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.
  6. 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 dataDescription
    Role Defines the user's function and access level in your Zendesk. 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 access only the tickets they create or give them access to all tickets created by users in their organization.
    Email This is the email address you added for the end-user.
    Contacts You can also add additional contact information for users using the Add contacts link. See Adding and managing user contact information below.
    Zendesk Classic: Enter contact information in the Identities and Phone sections.
    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 your Zendesk may not have enabled user tagging. For more information about user tags, see Adding tags to users and organizations in the Zendesk Administrator Guide.
    Organization If your Zendesk uses 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 Starter and Regular plans, users can belong to only one organization. On Plus 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 Zendesk 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 to a user profile, you can add a photo to a user's profile, depending on your role. For more information, see Adding a photo to your 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.
    Zendesk Classic: Enter a name in the search box in the top toolbar, then, when the user's name appears, click the Edit link next to the name.
  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.
    Zendesk Classic: Add a phone number in the Basic Info tab. In the Identities tab, click the Add link in the Email or External accounts sections to add an email address or a Twitter account.
  3. Repeat as needed.
  4. When you are finished, you can close the user's profile by navigating away from it.
To remove or change a contact
  • In the user's profile, click the contact info you want to delete and select Remove. To change the contact, remove it and add a new one following the steps above.
To make an email primary, to resend verification, or to verify an email
  • In the user's profile, click the email address and select the appropriate action.
    Zendesk Classic: In the Identities tab of the user's profile, select another email addresses as primary. The email address you choose must have been verified.

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.
    Zendesk Classic: Open a ticket and you'll see a link to the user's profile in the user widget in the right column. Or, use the search in the top toolbar to find the end-user.

 

Identifying undeliverable email addresses for users

If Zendesk 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.
      Zendesk Classic: From a ticket, click the link to the user's profile in the user widget in the right column or use the search in the top toolbar to find the end-user.
  2. In the user's profile, click the User options arrow in the upper right, then select Delete.

    Zendesk Classic: Select Actions > Delete user.
  3. When prompted, click OK to confirm the deletion. If you want to cancel the deletion, click Cancel instead.

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 duplicate account.

Have more questions? Submit a request

Comments

  • Avatar
    Siobhan Hitchmough

    Im just wondering if theres a way to control the organization of the end-users profile view.  Essentially Id like to have the user`s issues show up such that their last interaction with us (i.e. the last updated issue) is at the top and we work back from there.  Is there a way to manage that in the current system?

  • Avatar
    Jeff Guyette

    I've noticed when Deleting unnecessary end-user accounts, that if searching on that end-users name again, the tickets with that end-users name as requester will still show up, though listed as (user Deleted) by the name.

    I'm wondering what impact, if any, will this could have if adding back to the system the same user at a later time - same name and email address. Will there be a problem with that? I'm guessing no, but would like to be sure.

    Additionally, is there a manner to see/list all tickets where the Requested By is that of an end-user who has been Deleted? 

  • Avatar
    Aaron Pewtherer

    @Jeff. The "user deleted" is a temporary status as the system removes the enduser profile. Check back in a few minutes and they will disappear from the Manage > People page.

  • Avatar
    Jeff Guyette

    Perfect. Thx Aaron.

    And regarding the 2nd part of my question, are you aware of any way to search for those tickets where the profile/account of the Requested By has been deleted?

  • Avatar
    Aaron Pewtherer

    @Jeff. No, the email address associated with deleted endusers will not be available to search. Best practice is to suspend the enduser in their profile, rather than delete.

  • Avatar
    Carlos Botero

    I wonder if there is a way to categorize my userbase, for example, we work under the Freemium model and we would like to be able to mark some users as FREE users and others as PRO users, and then it would be great if we could set higher priorities to the PRO users, is it there some guide on how to manage this?

     

    Thank you,

    Carlos

  • Avatar
    Justin

    Hey Carlos: 

    If you enable Tags on users and organizations from Settings → End-users, you'll be able to tag your users accordingly based on their membership level. You'll find a new tags field on the Basic Info tab of the user profile page. Once those tags are in place, just create your desired triggers to route/update those tickets based on the tags they'll contain! 

  • Avatar
    Carlos Botero

    Hello Justin, I activated it and I see where to put the tag, but this for what I see has to be done manually and the idea was to be able to identify which tickets are coming from our PRO users before hand, so we could have more priority on them.

    I think there can be a work around, but for that I need to know. Are these tags the same as the tags that tickets get? For instance, when I get a ticket from a particular e-mail like "ayuda@mycompany.zendesk.com" with a Trigger I'm adding the tag "Spanish" to that ticket. Now, if I would create a new e-mail like "ayuda-PRO@mycompany.zendesk.com" could I then add both tags "Spanish" and "PRO" 

    The question is, if those tags will be added just to the ticket, or if they will be added to the user as well (I would like that they will be added to the user).

  • Avatar
    Justin

    The tags you use on the end-user level are automatically applied to the ticket when that end-user creates a new ticket. While it does require a bit of leg work, if you tag your users on the profile level, all you'd need to do is create triggers to look for those two tags. On the flip side, if your end-users are emailing a specific address, like ayuda-pro or ayuda-free, you can absolutely add PRO and Spanish as tags on those specific tickets. Those tags will not be applied to the user, only to the ticket. 

    You can use any email address you want with your subdomain -- Zendesk will automatically convert it to a ticket. Just make sure you use the Ticket received at... condition to route those tickets accordingly. Here's how I'd set up the triggers: 

    Ticket is -- Created

    Ticket received at -- ayuda@mycompany.zendesk.com 

    Add tags -- FREE

    Add tags -- Spanish 

    You'd do the same for your pro address: 

    Ticket is -- Created

    Ticket received at -- ayuda-pro@mycompany.zendesk.com 

    Add tags -- PRO

    Add tags -- Spanish 

  • Avatar
    Carlos Botero

    Hi Justin, yeah, I was thinking in that exactly, but my concern was that the tag was going to be assigned only to the ticket and not to the user itself.

    Then, something else to consider is the possibility of adding this "user tag" by using some API request, and seems to be possible for what I see in the documentation: http://developer.zendesk.com/documentation/rest\_api/users.html#json-format

    Now, the other question would be if by having these "user tags" in place (by API or any other method), would I be able to set priorities to tickets based on those "user tags?

    For example: A user gets the "user tag" PRO, then I want that every ticket that comes from this user should get a "HIGH" priority. Would a trigger work for that? I mean, would a trigger for tickets recognise the "user tag" of that user? or these "user tags" are going to be ignored by these ticket triggers? 

  • Avatar
    Aaron Pewtherer

    @Carlos. Yes, a tag can be used as a condition for a trigger to change priority.

    Trigger could look like this:

    Condition1: Tags...contains one of the following...[tag]

    Condition2:  Priority...less than...High

    Action: Priority...is...High 

  • Avatar
    Justin

    If you tag your users first, whether manually or through the API, that tag will be applied to all tickets requested by that user automatically. As soon as the ticket from that user hits Zendesk, a tag is applied to the ticket. This means you can create a trigger to route that ticket, set priorities, and add more tags upon creation, if needed. 

    You're kind of setting priorities on the user tag, but the tag is applied to the ticket, which makes it a ticket tag. Functionally, from the trigger standpoint, we're looking at the actual tags on the ticket, not the user. 

    Edit: Aaron beat me to the punch. 

  • Avatar
    Carlos Botero

    Awesome, thank you Justin and Aaron, I think this will work, I would give you both a "Good" satisfaction rating if that was available for forums ;-) All the best!

  • Avatar
    Daniel van der Stam

    I have clients who have one email account for multiple users. So I have different end users with the same email. Zendesk doesn't allow me to use the same email adress twice. Is there a way to ignore this restrictio

  • Avatar
    Arnaud de Theux

    @Daniel if they use Gmail/Google Apps emails, they can simply add "+abc" to their email address. This will allow them to have multiple accounts while still receiving the mails.

    For example I use myEmail+spam@gmail.com to subscribe to some websites I'm not sure of. 

  • Avatar
    Aaron Pewtherer

    @Daniel: Although there is no way to disable that each enduser must have a unique email address, you can use your email provider's alias function as a workaround. For example, Gmail uses, "user +???@gmail.com" & u.s.e.r@gmail.com. Or, ask your customers to create aliases on their email server that you can use to create similar email addresses for multiple people.

  • Avatar
    Daniel van der Stam

    @aaron @Arnoud. Thanks for your advice. Unfortunately that won't be posible. I think I can't ask customers to do that. Maybe our own alias idea might work. Thnx

  • Avatar
    Hagop Hagopian

    How can I add around 35,000 end-users through the easiest way possible? Is there a way where I can upload my customer contacts database through an excel sheet?

  • Avatar
    Justin

    Hi Hagop: 

    You can bulk upload users and organizations via a CSV file. However, each file can contain no more than 2000 rows of data. You'll need to create multiple files for that many users, obviously. You can also use the API to add users. 

    https://support.zendesk.com/entries/20065732-bulk-importing-users-and-organizations

    http://developer.zendesk.com/documentation/rest\_api/introduction.html

  • Avatar
    Jason McGee

    Quick question as I have been looking through other forums and this seems to be the best place to ask. We have an open Zendesk but would like to know if there is a way to 'approve' users account before they have access to forums but still allow the submission of requests from anyone. Is that possible?

    Thanks in advance.

  • Avatar
    Justin

    Hey Jason: 

    You can always allow ticket requests from anyone, as those settings are separate from your forums. Short of tagging a bunch of people to allow access to each forum, there's really no way to approve accounts before they're allowed to post. The tagging function simply gives users access to the forum, though you'd have to tag everybody, per forum, and then remember to tag the new folks as they come in. I wish I had a solution for you, but a pre-posting approval function is not in place. 

  • Avatar
    Barbaraguerpillon

    HI,

    I'm only using a email based custoer support I do not want my end user eceived this email:

    Welcome to XXX ,  Please click the link below to create a password and login.

     

    I hope someone can reply me shortly

    B

  • Avatar
    Justin

    Head over to Settings > Customers and make sure you've disabled Ask users to register

  • Avatar
    Aaron Pewtherer

    @Jason: To "approve" people to access the forums, the best practice is to restrict forum topics with a tag, or organization. You will need to edit all existing forums, and remember to restrict all future forum topics. Then, when you "approve" an enduser, add them to an organization, or add the tag to their profile.

    @Barbara: In addition to what Justin said, also verify that you disabled, "Also send a welcome email when a new user is created by an agent or administrator." This can be found under Settings > Customers (New Zendesk), or "Settings > Endusers > "User welcome email" (Classic Zendesk).

  • Avatar
    Bill Hughes

    @Aaron, we are a Google Apps reseller and most of our customers are Google Apps subscribers. When we add a new user to the system, they receive an email that prompts them to create a password but does not give them the option to login with their Google account. 

    Alternatively, if they go on their own and create an account they can just login with their Google account.

    We also tried not entering an email address when creating the user and then specifying a Google account... but they still are prompted to create a password and no option to login with Google.

    We would like to allow our customers the option to login with Google right from the start -- one of the advantages of Zendesk is no extra passwords for our customers.

    Thnaks for any help / work around you can offer. 

  • Avatar
    Art

    @Daniel, if you are still following this, I'm curious what you meant by "Maybe our own alias idea might work."  Have you come up with an email aliasing scheme that works in Zendesk?

    I'm in the same boat - I have end users who manage multiple accounts using the same email address.  Since we are going to use SSO for the web portal, I'm thinking of using a tagging system that automatically tags the user with the correct account on our system when they login.  This way any tickets they create while logged in under Account A will be tagged Account_A, and if they login tomorrow under Account B the tickets will be tagged Account_B. 

    This doesn't quite work when they submit a ticket by email.  If the day after tomorrow they submit by email, it will be tagged Account_B, which is what they last logged in as, even if they intended to submit for Account A.  I think we can live with that; users know when they have multiple accounts, and they will be willing to tell us which account they are asking about if they submit by email. 

    Using an internal email aliasing scheme (e.g., account_A@ourdomain.com) seems risky, because then notifications are likely to get sent to an invalid email.  Since we don't plan to use Google login, one option I thought about was trying to use the Google identity to identify the account on our system. However, I don't yet see any advantages of that over the tagging system I mentioned above.

    @zendesk, what is the current best practice for customers in our situation (and Daniel's)?  Do you see any problems with the tagging approach that I describe? 

  • Avatar
    Aaron Pewtherer

    @Bill: Nice replication steps. You are correct. Creating a new enduser would send them a email verification, that would ask them to create a Zendesk password. Hmm. That would be an interesting functionality to instead offer them an option to not create a password, and instead point them to the login page.

    Although this would be a feature request, would either of these workarounds do, for the time being?:

    1: Change the "User welcome email" under Settings > Customers to state, "If you are a Google Apps user, please instead use the following link: "subdomain.zendesk.com/login"

    2. Turn off the "User Welcome Email", and send a separate email from your email server stating that a support account has been created, and they should follow the link (as stated above).

    @Art: Good thoughts. Identifying account type by email is tricky, especially if the enduser is using the same email address, and asking about different accounts.

    Best practices are as follows:

    1. Send different account questions to different email addresses, that in turn get forwarded to an account-specific email address on your Zendesk (and tagged).

    2. Ask them to login to the web portal and require them to choose a dropdown for related account.

    3. Create a custom form, outside of Zendesk, and create tickets via API. 

    4. Ask the requester to specify what account they are asking about in the email body, and use the trigger condition, "Comment text contains the following..." (This will search the subject and email body, and tag accordingly. 

  • Avatar
    Bill Hughes

    @Aaron. Thanks for the workaround. Being new to Zendesk hadn't considered all the possibilities. We have implemented #1 because we do a small number of customers who haven't seen the Google Apps light yet :-) and we like the automated welcome. 

    I submitted a feature request: https://support.zendesk.com/entries/22834852

  • Avatar
    John Schutte

    I work on a rather restricted network, which doesn't allow my students to access most webmail services due to various laws and requirements provided by the school system.  I want students to be able to use the web portal in order to access their tickets.

    The idea I had, which is not entirely efficient, is to use the Gmail+1 trick to have school+studentname@domain.com as an e-mail address for students to login through.  Ideally, I would like to have a dummy domain that doesn't require e-mail verification in order for students to access the Web Portal.

    Such as, studentname@stu-k12.loc, so that I can associate the Organization to the domain without having to worry about bouncing emails and the like.

    Basically, I'd like to have "Web Portal Only" users (students) while teachers/admins could still use e-mail support.  If I had to choose one or the other, Web Portal Only for everyone would be that choice.  Is this possible?

  • Avatar
    Justin

    Hey John: 

    Email addresses need to be unique for each end-user. If you were using the modified Gmail address, you'd be relying on the students to log-in appropriately with the correct format. Even with the address change, notifications and ticket updates would all go back to the one main address on the domain. Unless the students always logged in to the portal, they'd never know if something was updated. You can disable the registration requirement from Settings > End-users. Zendesk will no longer prompt users to create an account. 

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