Adding end users

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82 Comments

  • Venu

    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 Saunders
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    Hello @...,

    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

    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
    Zendesk Community Team

    Hello @...,

    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

    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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  • Onsongo Aggrey

    Hi Devan - Community Manager

    We have one team member who we would like to grant access to for Zendesk to support some specific tasks that we do.

    How can we add them as a user?

    Thanks,

    Onsongo

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  • Nicole Saunders
    Zendesk Community Team

    Hi Onsongo - 

    To add a team member as an agent, follow the steps in the article above. 

    If you do not have an agent seat available, you may need to downgrade one of your other agents to give this individual access, or you may need to add an agent seat to your account. 


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  • Bart

    Hi All, 

    When you merge or add a FB profile to another profile with an email. - there is an option to remove that FB profile from the email - but the tickets history / interactions do not split. Is this intended? -- And once removed - if the same FB profile send a new message it is still part of the same history / interaction of the email profile, albeit the FB profile having been removed. 

     

    Testing this now - so wanted to check if anyone knows if this is just because some time needs to pass? or it does not split once merged? Seems like a very easy way to make a mistake with no going back / removing the FB profile as it's own entity once more. 

     

    Just wanted to add to this: Even though I have removed "Facebook" from the user profile - the tickets from that test Facebook user is still coming into the same profile registered to that email. - And the option to add a different facebook user is greyed out:

    This essentially looks like a bug where you can add a facebook user to an existing user who has an email - but the button to remove the Facebook user does not dissociate them. So if you mess up or add the wrong Facebook user to an already existing profile you are pretty much done for. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Bart,

    Thanks for testing this on your end! This definitely seems like a bug so I'm going to create a ticket on your behalf so our Customer Care team can take a look at this for you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Amy Gracer
    Community Moderator

    Is it possible to configure Zendesk to send an email to a specific Agent or Group when a new End User signs up for the Help Center?

     

    We would like to review and approve each user. 

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  • Kay Heunen
    Community Moderator

    At the moment this is only possible by developing an external feature/service.
    There is no UI for this in Zendesk Support at the moment.

    Here's the steps involved, if you want to pursue that.

    • Poll the Incremental Export API at a certain interval
    • Check if the latest user already has been approved in Zendesk
    • If not > create a ticket via the API
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  • Mandy Maleta

    Is there a way to edit an end-users access so that they can still access the help center, but not the web widget (basically only able to see help center articles but unable to submit any support tickets)? 

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  • Amy Gracer
    Community Moderator

    HI Mandy,

    The Web Widget has a couple of levels of access. To make it Help only, toggle off  "Contact form" . Does that give you what you are looking for?

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  • Mandy Maleta

    Thanks, Amy. I actually need it set for the following scenario - I have folks that have access to a set of course materials for 8 weeks. During those 8 weeks they can submit tickets for help. After those 8 weeks they can still have access to the help center, but no longer submit tickets for help. Is that possible to setup? 

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  • Amy Gracer
    Community Moderator

    Hi Mandy,

    Yes, I think so. I have done something similar. In my configuration the Help Center requires you to login to view any content. I can then hide the Submit a Request link by default, and then show it only to users who have a specific tag (super-end-user) and therefore user segment. I borrowed some of this solution from other posts and kind of cobbled it together. 

    Here is the specification for my configuration. Perhaps you can adapt it. I do not have any time box on access. 

     

    Implementation

    Implementation for this solution requires configuration and code changes in both Zendesk Support and Zendesk Guide.

    Zendesk Support Settings

    Settings > Settings > Customers

    • Anybody can submit tickets: Enabled
      Note that hiding access is managed in Guide. See below. 
    • Ask users to register: selected
    • Tags on users and organizations: selected

    Settings > Manager > People > End Users

    • To enable access to submit tickets, add the Tag super-end-user.
    • To block access to content, add the Tag no-support
    •  

    Organization and User Tagging

    Managing the visibility of the help center is based on multiple criteria, one of which is tagging. To control visibility, the following tags must be applied/removed as applicable:

    • no-support: Client is ineligible to view the help center or submit requests
    • not-live: Client is permitted to view the help center to assist with training pre-go-live. Permission to submit requests is on a per-user basis.
    • hc: client can view all client facing content

     

    ZenDesk Guide Settings

    Guide is configured to require a sign in. 

    Once registered, the user can log in to the Help Center. Through the Support configuration, the Submit a request link is visible to all signed in users. The Guide code is then customized to hide this link. It then checks the signed in user for tags. If the tag super.end.user is found, the link is then shown; else, the link remains hidden. 

    Custom code as below was added to the CSS for a custom class to show/hide based on condition; header.hbs to add the show/hide class to the link, and finally script.JS to perform the checks. 

    Code changes below. 

    Settings > Guide Settings > Security

    • Require Sign in: selected

    Themes > Customize > Edit code

    • script.js
    //show HC elements based on user tags
     
    //first check if the user is an end user. If not, do something else
    if(HelpCenter.user.role==="end_user") {
    //get user tags
    var userTags=HelpCenter.user.tags;
    	//check if any tags are returned. If no tags defined, print to console.
    	if (userTags && userTags.length>0) {
    	//if tags are found, start iterating through using a for loop.
    		for(var i = 0; i < userTags.length; i++ ) {
    			//If the user is a super-end-user, then grant permission to submit tickets. Unhide the submit a request button
    			if (userTags[i] === 'super-end-user') {
    
    			//unhide submit request button
    			$('a[href$="new_request"]').show();
    			$('a.submit-a-request').show();
    			}
    
    			//If the user is tagged for no-support, then he is not permitted to see any content in the help center 
          //nor post to the community. This code hides all of the New Post buttons
    			else if (userTags[i] === 'no-support'){ 
          //hide New Post button
          $('div.no_support').hide();
     			}
    		}
    	}
    }
    • styles.css
      /*show role-specific div html*/
      div.no_support {
      display: block;
      }


      /* ====================================================
      things to hide at start up
      ==================================================== */
      a[href$='requests/new'], a.submit-a-request{
      display: none;
      }
    • header.hbs
       <nav class="user-nav" id="user-nav">
      <div class="no_request">{{link 'new_request' class='submit-a-request'}}</div>
      </nav>
    • all community pages (community_*.hbs)
     <div class="no_support"> 
    <span class="post-to-community">
    {{link 'new_post' class='button button-large'}}
    </span>
    </div>

    Article Permissions

    Individual article permissions can be managed using standard built-in Zendesk functionality for user segments. Permissions can be set based on tags, email domains, and individual users. 

    User Segments

    @Mandy: You might want to use user segments to determine who can see the courses

    Course  Visibility: Organization tag course.

     

     

     

     

     

     

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  • Mandy Maleta

    Thanks! I've tried the allow and block list option too but it is not working as I had hoped. I may hop over there and ask a few questions as well. Thanks again!

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  • Christian Carrion

    Is there a way to add an end user into the system with only a phone number and name, the same way a phone API bot would?

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  • Dave Dyson
    Zendesk Community Team

    Hi Christian,

    Yes, when adding a new user manually, you can leave the email address blank, and then click "+ add contact" to add the phone number once you're taken automatically to the new user's profile. (Obviously a user with no email address will not receive any email notifications from their tickets, though.)

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