End users are the people who request support. They interact with Zendesk and submit tickets. Regardless of the channel your end users use to request support, each 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 team members can add them manually. Team members can add them manually or by including the user’s email address in a side conversation. 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 details how to add individual 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 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.
- In Support, hover over the +Add tab in the top toolbar, then select User.
- Enter the user's Name and Email.
- Select End user for the User type.
- Click Add.
- When the user's profile opens, enter additional information for the user.
See Viewing a user’s profile in Zendesk Support for information about default user fields.