Adding and managing end-users Follow

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40 comments

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    Jørgen Sivesind

    Thanks for a good article.  Love the details for what you cover, but I would like more info on how to find users.

    Specifically:  How can I find end-users without an organization?

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    Graeme Carmichael

    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.

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    Jørgen Sivesind (Edited )

    Aha!  Great!  Exactely what I needed.  :)

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

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    Jessie - Community Manager

    Thanks Graeme. <3

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    Sandra Pitts

    When I add a new user from the back end and email, does the new user get a welcome email to set up password or do I need to initiate that contact?

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    Nicole - Community Manager (Edited )

    Hey Sandra - it depends on your settings. To clarify, do you have a Help Center set up? And do you or don't you want them to be receiving the welcome email? 

    If you do not have a Help Center that is published, no emails will go out.

    If you do have a Help Center published, you'll want to go into Settings > Customers, then scroll down to the section titled "Account emails." There, you'll see a check box where you can select "Also send a welcome email when a new user is created by an agent or administrator." Select this box if you DO want them to receive emails, or not if you don't. 

    Let us know if that helps or if you have further questions. 

     

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    Aswin Kannan

    How to restrict deleting the users only to admins? Why Agents need to have that option?

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    Nicole - Community Manager

    Hey Aswin - 

    This can be done with custom roles, but those are only available for Enterprise accounts. If you're interested in learning more about it, you can find that info here: 

    Creating custom roles and assigning agents (Enterprise) 

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    Brian Stump

    One of my agents (who is setup as an admin) reported that when he clicks the email address, the Edit Email is grayed out.  I as the owner am able to edit the email address.  Why is the admin not able to edit the email address?

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    Nicole - Community Manager

    Hey Brian - 

    Welcome to the Zendesk Community! Can you clarify what your admin is trying to do and which email address you're referring to? There are several actions described in the article and others listed in the comments above, and I want to make sure I'm answering the right question for you. :) 

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    Jaana Konstantinova

    Hi,

    I have a problem: the person who we have added, has not received an email for joining Zendesk. And we he tries to enter it, he gets automatic reply "oops, the page you are looking for..." I see him as a user in Zendesk and his email is correct, what could possibly go wrong?

     

    Thank you in advance for your help,

    Br. Jaana

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    Nicole - Community Manager

    Hey Jaana - 

    That sounds like it might be a bug or need some account-level troubleshooting, so I've asked one of our Customer Advocates to help out. Someone will be by shortly. 

    In the meantime, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the The Lounge to familiarize yourself with our Community Guidelines and to post in the Introductions thread to introduce yourself to everyone. 

    We look forward to seeing you around the Community. Happy Zendesking!

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    Justin Smith (Edited )

    Hey Jaana!

    Justin here from the Advocacy team.

    From the sound of your issue, it seems like what I would expect to happen if the customer facing portal (Help Center) is not yet activated.  When the Help Center is inactive, end-users will not get an email to setup their account, as they cannot reach the page where they would need to go to in order to login.  From in the agent interface, if you go to the product tray in the upper right and click on Guide, you should be able to tell whether or not the page is activated and accessible to external users.

    If it is activated and they are seeing this page, you may have some other issue affecting the account.  If that's the case, send us an email to support@zendesk.com along with your account subdomain and we can take a closer look.

    I hope that helps!

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    Helle Buhl

    Hi .. just to be sure... 

     

    When I delete a end user or agent, I can no longer access this end user/Agent. Then I'am aware, that I nolonger have access to the data.

    Can I be 100% sure that Zendesk does not store this information somewhere ?

    Concerns GDPR

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    Nicole - Community Manager

    Hi Helle - 

    I'm checking into this answer for you. Stay tuned. 

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    Arin (Edited )

    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?

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    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 

     

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    Nicole - Community Manager

    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

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    Dwight Bussman

    HeyO Arin & Mikhail,

    Just to add to Nicole's comment - our system keeps only the name portion of the user-record for historical purposes. This is used to display the name in closed tickets/articles/comments created by that user. Any personal information (phone numbers, email addresses, facebook/twitter ID) is immediately purged from the system when the user is deleted.

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    Arin

    Thank you for answering! Also, I see that the 'active' property on a user is readonly, but is there any way to re-activate the user's account thereby giving us the ability to keep the zendesk user id if the user decides to reopen their zendesk user account?

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    Dwight Bussman

    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.

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    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?

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    Jessie - Community Manager

    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!

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    Byron Chen

    Is there any functional difference between the Details and Notes user data fields?

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    Nicole - Community Manager

    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. 

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    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?

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    Nicole - Community Manager

    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

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    Eckhard Doll

    Hello Nicole,

    Thank you for the additional information, much appreciated! I really hope that "may require the API" won't be necessary end of May anymore. Deleting a user and the related content should be a basic feature. It's a bit like Microsoft asking its customers to use the API to change the text size ;-)

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    Sofia Klock Agelii

    Hi! Nicole, you mentioned the new permanent user delete functionality that will allow user PII to be scrubbed across open tickets. This sounds good, but when can we expect it? May 25 is approaching quickly.

    Also, Dweight stated that Zendesk keeps only the name portion of the user-record for historical purposes for deleted agents. Surely, this is considered PII even on its own (not in combination with eg telephone nr)?

     

    Thank You for all valuable comments above.  

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    Nicole - Community Manager

    Hi Sofia - 

    I haven't received a hard ETA, but product assures us it will be available by May 25. 

    I'll ask Dwight to jump in and clarify that point. 

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