End users are the users who request support, also known as your customers. They interact with Zendesk and submit tickets. Regardless of the channel your customers use to request support, each customer 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 agents and administrators can add them manually. 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 will instruct you on how to add 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 end-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.
- Hover over the +Add tab in the top toolbar, then select User.
- Enter the user's Name and Email, then click the Role drop-down and select End-user.
- Click Save.
You can add additional information to the user's profile after clicking Save.
- 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.
Viewing a user's profile in Zendesk Support
You can view an end-user's profile either in Zendesk Support or Help Center. For information on viewing your own user profile, see Viewing your Zendesk Support user profile. For information on viewing a user's profile in Help Center, see Viewing user profiles from Help Center.
- Open a user's profile using one of the following methods in Zendesk Support:
- Click the Search icon (
) in the sidebar, then search for the end-user you want to edit.
- Click the tab for the ticket requester's profile in a ticket.
- Click the Search icon (
- Click through the different tabs on the main window to view the following information:
- Tickets: View a user's requested or CC'd tickets. See Viewing your tickets activity in your profile.
- Help Center: View a user's comments, posts, votes, and subscriptions.
- Security Settings: Reset a user's password. See Resetting users passwords.
- Click the + New Ticket button next to the user's name at the top right of the profile to create a new ticket on their behalf or the down arrow to perform actions such as merging, suspending, deleting, or assuming the identity of the user.
- View and edit user details on the left side of your profile. Below are the default user fields shown. If you have additional Zendesk Support features or have created custom fields, they will be included in the user details panel as well (see Adding custom fields to users).
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 Important: There are organization access settings in the user profile and in the organization itself. If the settings are in conflict, the more permissive setting overrides the less permissive setting.-
View and edit own tickets only, meaning users can only see and comment on tickets where they are the requester.
Note: If you chose this setting, but the org setting gives users in the org access to all tickets, this user setting will be overridden by the org setting.
-
Can view tickets from user's org, meaning user can see (but not comment on) all tickets in their organization.
Note: If you chose this setting, and the org setting restricts access for users in the org to their own tickets only, this user setting will override the org setting.
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 user contact information. 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. See Adding tags to users and organizations. 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 Enabling multiple organizations for users). 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 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. -
View and edit own tickets only, meaning users can only see and comment on tickets where they are the requester.
Editing users
In Zendesk Support, you can make edits to a user's profile, including editing their user profile details, adding or editing user contact information, and more. You can suspend, delete, or assume the identity of the user.
- Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- Click the user's name to enter a new profile name.
- Click the down arrow next to the +New ticket button at the top right of the profile to merge, suspend, delete, or assume the identity of the user.
- To edit a user's details, click the field box you would like to edit. You can also add user's contact information from this location.
For details of the default user fields, see the table in the previous section.
For information about deleting users, see Deleting users.
Adding user contact information
A user account can contain multiple types of contact information, including email, phone, and social media accounts.
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 phone numbers, Google accounts, and Twitter accounts. Note that you can only add one Facebook account.
- Navigate to the user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- 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.
- Repeat as needed.
- When you are finished, you can close the user's profile by navigating away from it.
To delete a user's contact information
- In the user's profile, click the arrow next to contact information box, then select Remove from the drop-down list.
- In the user's profile, click the email address and select Resend verification email or Verify now.
79 Comments
Greetings Sofia,
Thanks for raising that point. In talking with our Product team, I learnt that the permanent user deletion can be used for agents and will replace their on all previous tickets as well. Hopefully this helps alleviate this concern about this form of PII.
Hi Dwight! Thanks for reply. However, I still need to ask:
- is there a difference between Deleting and Permanently Deleting an agent? How is then the Permanently Deletion executed?
- what do you mean by "will replace their on all previous tickets"...? Maybe it is a typo :-) but, still, what would their name be replaced by? When I delete the agent in production system today, the name still is shown in the tickets where the agent posted comments. This would not be GDPR compliant?
Thank you so much for your attention.
Sofia
Hi Sofia,
While I don't have more specifics at present, the permanent deletion will differ from regular deletion and its execution will be distinct so that it is clear which is being performed.
Apologies for my lack of clarity in my earlier comment. If a user is normally (i.e. not permanently) deleted, their name would remain visible on closed tickets in which they had commented.
If they are permanently deleted, that username would not be preserved, but would be replaced with the string "Permanently Deleted User" or something similar to make it clear that the name had been scrubbed.
Please let me know if this does a better job of clarification.
Yes, sure, this explains it. Thank You.
How will we (Zendesk customers) be notified when this functionality is available? Via email push notifications?
Thank you.
Hi Sofia,
This functionality will be available in time for users to be GDPR compliant. The best way to keep current is to visit the Product Updates section of our Knowledge Base, and then you can follow the Release Notes section to receive email notifications of product updates and releases.
Some good information on this topic has been released recently.
More info on Deleting Users can be found at https://support.zendesk.com/hc/en-us/articles/360001263128-Deleting-users
For additional info on Complying with GDPR within Support, https://help.zendesk.com/hc/en-us/articles/360000595328 is a good starting point.
Hi,
Am I right that there is still no easy way to permanently delete a customer with all related tickets etc. if only one single ticket isn't in "closed" status? I still have to build triggers to achieve that?
Interesting...
Hello there,
Is there a way to customize a user's profile on our end? For example we want a custom Job Title entry field right below the organization field.
Hi Alvin! Welcome to the Community!
If you're on the Team plan or higher, you can add custom User fields. This will allow you to add that Job Title field.
Hi
The end-user has the possibility to enter optional information by the "Telephone" and "Description" fields of his profile.We tried to motivate our users to provide some information in these fields which helps to get in touch by direct local support or sales agents if required and learn more about the end-user's company or products by helpful web links to get a better understanding of the customer's concern.
I have not found how a manager or agent can see the content of the "Telephone" and "Description" field entered by the end-user. Please can you give me a hint where to find this information?
Kind regards
Juergen
Hi Juergen! Sorry for the delayed response!
Where are your end-users entering this information? Is it in their user profile in your Help Center?
Hi Jessie
I am actually refering to the "Phone" and "Description" fields of the user profile by my request which seems to be present in every Zendesk based support solution.
It is possible that an user enters information in these fields but it seems to be that this information can just be accessed and is just visible for the user. Therefore I get the feeling that this information makes no sense if there is no access possible by the agents.
Is there any reason to enter a phone number by the user if he/she is the only one who can see it? Probably not because he (or she) might bnow the own phone number or any other description anyway ;-).
How can this optional information provided in the user profile be accessed by agents or r what is the usage otherwise?
Kind regards
Juergen
Hi Juergen! Thanks for clarifying!
That information lives in your Help Center...it doesn't get transferred over to the user profile in Support. They're two different profiles.
You may be able to pull that information out using the API.
Hey folks,
How do you specify what sort of phone a number is? If I add a new phone number to a contact it automatically marks it as a 'direct line'. Can I make one 'direct line', another 'mobile' and another something else like 'home'? Thanks.
Hi Gareth,
In this case, direct line, isn't used to define the type of phone. Instead, direct line is used to differentiate a phone number that is unique to one end-user, versus a shared number used by multiple end-users within your Zendesk.
Oh, I see. Thanks Ben. I assume then that there is no way to specify if a phone number is a mobile, skype, landline, direct dial or whatever? They're all just labelled the same?
Hey Gareth, That's correct. There's no distinction for the type of device with which the end-user's number is associated.
silentbegan is Randy Catuira my personal identification information about the developers website and the digital platform for your care about the developers world wide Wed
In the documentation it was mentioned
"There are many ways users can be added. They can add themselves by submitting a support request"
I wish to know what is the very basic detail can a user provide to submit a support request. Is it possible for user not to provide email address?
Hi -
I changed the end user / requester info on a ticket to the wrong person. How can I change it to the correct user? There is no change option.
Hi Mary,
When viewing the ticket you should see the **Change** button right below the ticket subject. I've highlighted the area you need to select from your previous screenshot:
Once this button is selected the **Requester** field shows up on the left hand side above your ticket fields. More information can be found in our Updating ticket requesters and organizations article which I've attached.
I hope the above helps!
Hi Zendesk Community.
I'm sorry if this question has been asked elsewhere, but is there a way that a user email in the CC area can be used to automatically create a user if they are from one of the organisations? Or is there no way around manual user creation for these instances?
Hi Ashley,
When a user is CC'd to an email they should also be added as a CC to the ticket. The expected behavior is that when this user is CC'd there's a user profile created for them if one does not already exist.
Are you experiencing something different on your end?
Let me know!
Hi Brett, thanks for your response.
I thought this was supposed to be the expected behaviour, however we've had several instances recently where a ticket has been created with CC'd users accounts not being created automatically.
Should I contact the support team?
is it possible for me as an admin to get notified when a new user or organization is created?
@Dolev,
Unfortunately, there is no way to set up notifications for when a new user is created as mentioned in the article I linked. However, there is an add-on available that would allow you to create a customer list of new users and potentially serve as a workaround.
If this is something you're interested in you'll want to reach out to your Account Executive to discuss pricing :)
Hope this information helps!
@Ashley apologies for the delayed response! Yes I would recommend reaching out to our Support team so they can investigate further.
Let me know if there's anything I can assist with here!
Hi - I have an issue with end user edit. When I create a ticket for an end user, switch from the ticket details to the profile details in the left column before I save the ticket, and then click the pencil icon to edit the end user, it takes me to an Oops page (We can't seem to find the page you are looking for). This works fine once the ticket is submitted, but not before it is submitted. What am I missing?
Hey Tom,
Oddly enough I wasn't able to replicate this issue on my test account. Is this still an issue on your end? Are you able to replicate from a different browser or possible from an Chrome Incognito window?
Let me know!
Hi Brett - it stopped! It happened pretty consistently, and now it pretty consistently doesn't, so I'm happy with the outcome. Thanks for checking in!
Glad to hear it Tom :)
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