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. All of these paths connected with Zendesk Support are referred to as channels.

Regardless of the channel that your customers use to request support, each customer must have an account. 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.


Administrators can also add users in a bulk import (see Bulk importing users and organizations).

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 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).
    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.
  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 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 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. 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 below.
    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. For more information about user tags, see Adding tags to users and organizations in the Administrator Guide.
    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 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.
  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. 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 duplicate account.

Have more questions? Submit a request


  • 0

    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

  • 0

    @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 to subscribe to some websites I'm not sure of. 

  • 0

    @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 +???" & Or, ask your customers to create aliases on their email server that you can use to create similar email addresses for multiple people.

  • 0

    @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

  • 0


    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


  • 0

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

  • 0

    @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. 

  • 0

    @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., 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? 

  • 0

    @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: ""

    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. 

  • 0

    @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:

  • 0

    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 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?

  • 0

    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. 

  • 0


    Our users send us tickets automatically from within their accounts on our sites. My question is, how do I see which email address the end-user was using when sending in a ticket? Is there a way to find out this information even if the username displays 'N/A' underneath their names in the "People" section on Zendesk? 

  • 0

    If you go to the events log by clicking events in the top right corner of the screen on a ticket, you should be able to see the source of the email under the first comment of the ticket. There should be a line that says 'By email to' and then list two email addresses. The first email address is where the user sent the email from and the second address is the email that the user sent it to. Additionally, if you click 'Show email' to the right of that line, you can see the email that was sent in a more graphical layout.

  • 0

    As long as the ticket was created via email, the information should be right below what you took a screenshot of. Here is an example:


  • 0

    If it says "By Web Service" then there is no way for me to verify this user's email address at all, correct? Or is there another way to retrieve the email even if it is "By Web Service"?

  • 0

    If it says Web Service then the tickets are being created through the API. I would recommend that you contact the person that created this custom integration to push these tickets in your Zendesk. I bet the information is there, they might just need to alter the call a bit to include that information as well.

  • 0

    We are trying to achieve the following flow:

    When an end user signs up for an account, we would like to display a Terms of Service agreement and make its acceptance mandatory before the account is created. We would also like an email notification that a new user has signed up. Is this possible to achieve?


    If not possible with the current Zendesk flow, is it possible to specify a redirect URL for the account creation step alone, so that the user can be redirected to a page we host for the account creation that displays the Terms of Service. We will, in the backend, create a user in the Zendesk system.

    Thank you in advance for your response.

  • 0

    Hi Sudha - You can certainly accomplish this with a bit of development! Hypothetically, you could use a JS Widget to redirect the "sign up" link in the upper right of your homepage to redirect to your Terms of Service agreement on an external site, then send them back to the homepage after accepting. You could also employ the API so that upon acceptance of your Terms of Service, the user is created in Zendesk and an email is sent to you or whomever you'd like. If you have any further questions about this process, please email us at so we can elaborate in a ticket :)

  • 0

    This might seem like a silly question, but is there anyway to add a user through the agent interface without an email address?  We deal with many customers who do not either know their email address, or do not have one assigned to them through their company they work for.  I know, crazy right?  If there isn't a way to do so, does anyone know of a workaround for this, or a best practices?  I would love to be able to create a user with their name, and maybe their phone number, and then be able to add the email address in later if they are able to obtain it.  Any help would be great!

  • 0

    Hey Andrew,

    Currently, Zendesk requires an email when you manually add a user. As an online ticketing system, the native functionality is heavily dependent on emails for notifications and workflow. 

    However, a workaround would be to create dummy email addresses for every client who does not have one. Additionally you may want to add a tag to those non-email users to be able to 

    1. distinguish them from users with real email addresses 

    2. use the tag in your triggers to exclude non-email users from receiving email notifications.

  • 0


        Is there a way to restrict which end-users can submit a ticket, based on their organization?



  • 0

    Hi Annie, 

    While you cannot blacklist a collection of end-users based specifically on their organization, you can affect the same idea by blacklisting an email domain

  • 0

    Hi Emily,

         I do not want to block any of our users from Help Center... Our end-users are automatically registered when they login to our Help Center via SSO through our software. However, there are some end-users who I would like to still have access to our Help Center information, but not be able to Submit a Ticket. 


  • 0

    @Annie - Take a look at the below article as it may help you out.  Goodluck.

  • 0

    Thanks Wes... This is very helpful!

  • 0

    Does the setting at the Org level for "Users: Can view all Org tickets" override what is shown in the end-users profile.  (We really feel that End-users should inherit the Org's setting by default to avoid issues & confusion.)

    If the Org setting does not have priority; how do we bulk update all of the users whose accounts were created in conflict of the desires setting?



  • 0

    Hi Brian, 

    I did some testing to answer your question and here's what I found:

    When you create an end-user who can only view their own tickets, then add them to a shared organization, their end-user profile (when viewed from the agent interface) will still show that they can only view their own tickets. However, when the end-user signs in, they will see a link to the organization's tickets, where they can view all shared tickets:


    I'll follow up with our Support Team to let them know the 'Access' section of the end-user profile should change to reflect the shared org.

  • 0

    Is there a way to pull a list of all verified end-users? We are starting to upload content into our Help Center and I'd like to make sure that there aren't any old end-users that can log in and see the content.

    I know I can accomplish this by adding a tag to all future end-users that I create and provision Help Center content based on that tag but I'm trying to see if I could alternatively confirm that there are no unknown verified users instead.

  • 0

    Hi Rich!

    You can pull this information out using the API! You can see more information about that here: End-user end points.

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