Adding and managing end users

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60 Comments

  • Dwight Bussman

    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.

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  • Sofia Klock Agelii

    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

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  • Dwight Bussman

    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.

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  • Sofia Klock Agelii

    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.

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  • Nicole - Community Manager

    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. 

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  • Dwight Bussman

    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.

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  • Eckhard Doll

    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...

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  • Alvin Jose Gaquit

    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.

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  • Jessie Schutz

    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.

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  • Juergen Wagenbach

    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

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  • Jessie Schutz

    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?

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  • Juergen Wagenbach

    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

     

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  • Jessie Schutz

    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.

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  • Gareth Simpson

    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.

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  • Benjamin Koehler

    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.

     

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  • Gareth Simpson

    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?

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  • Benjamin Koehler

    Hey Gareth, That's correct. There's no distinction for the type of device with which the end-user's number is associated. 

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  • randy catuira

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  • Sagar Bijlwan

    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? 

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  • Mary Beth

    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.

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  • Brett - Community Manager

    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!

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  • Ashley Doyle

    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?

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  • Brett - Community Manager

    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!

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  • Ashley Doyle

    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?

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  • Dolev Zemer

    is it possible for me as an admin to get notified when a new user or organization is created?

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  • Brett - Community Manager

    @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!

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  • Tom Verkooijen

    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?

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  • Brett - Community Manager

    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!

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  • Tom Verkooijen

    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!

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  • Brett - Community Manager

    Glad to hear it Tom :)

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