Adding and managing end users

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69 Comments

  • Venu
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    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...

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  • Nicole - Community Manager
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    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?

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  • Regina Boyce
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    Very informative article, but the issue that I am having is my inbound caller ID isn't working and I believe it's because I am adding the end-user incorrectly when a call comes in.  Is there a demo video or anything showing how it should be done?  What I have been doing is this:  When a customer calls in and leaves a voicemail.  I listen to the voicemail and then I click on the word (change) in blue letters.  Then I go to the left side and click +add user.  Then I add the name.  After that, I have to add the number to their profile to call them back.  I have found that this is causing the customer's number to be in the system twice.  So when the customer calls back, I am simply getting the phone number that they are calling from and not the name.  Can anyone help me with this?

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  • Brett - Community Manager
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    Hey Regina,

    I would recommend editing the caller profile directly from within the ticket. Towards the top left of the ticket you should see a tab that displays the callers number. Select that tab and you'll be taken directly to the user profile where you can add a name and email address. Screenshot below:

    Let me know if that doesn't get you the results you're looking for!

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  • Fiona
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    I forwarded two emails from different end users into our Zendesk email so that they will be in Support. Now, I can't separate those two tickets into two different end users. Any ideas? Thanks!

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  • Devan - Community Manager
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    Hello Fiona,

    I would recommend utilizing agent forwarding to accomplish this task, it should solve the issue you are running into. I've gone ahead and linked two articles below that breaks down this process for you in further detail. 

    Passing an email to your support address

    Troubleshooting Agent Forwarding

    Best regards.

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  • Fiona
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    Thanks, Devan! I wasn't sure what it was called. I'm trying to set that up (without success at the moment). 

     

    For the ticket I already have, though, can I change the end user's details for that one ticket without changing it for others? Or are they always stuck together now?

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  • Devan - Community Manager
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    Hello Fiona,

    So as long as you have CCs enabled you should be able to change the requester on the ticket. I've linked an article on using/setting up CCs in your account for reference just in case this isn't currently enabled. 

    Configuring CC and follower permissions

    Best regards. 

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  • Fiona
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    Hi Devan - thanks! I have CCs on but it's still not working. It's OK - I can just make the tickets manually, the volume isn't too high.

    Thanks anyway!

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