Updating your user profile and password Follow

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Every user has a profile that contains essential information such the contact email address, alternate identities, the user's organization, and so on. This includes the3 support staff (administrators and agents) and the people you support (your end-users).

Updating your own user profile

You can easily update your own user profile by opening your user profile from the menu beside your user profile icon.

To change your own user profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to update another user's profile, search for the user and open that user's profile instead of your own.

  2. Enter or update information in your profile as needed.

    Refer to the table below for descriptions of the user profile properties.

    Your profile is automatically saved as you enter information. When you finish, you can navigate away.

The following table describes the profile information that can be set for administrators and agents.

Note: On Essential, administrator and agent profiles do not include all of the options described in the following table.
Profile data Description
Name Your real name. If you don't define an alias (see below), the name is used on all communications with end-users.

To change your name, see Updating your name in your user profile.

Role Defines a user's function and access level. There are three user types: End-user, Agent, Administrator. Only administrators can change a user's role. For more information, see Understanding Zendesk user roles in the Administrator Guide.
Groups A collection of agents created by an administrator. Agents must be assigned to at least one group by an administrator, but they can be assigned to more than one. Administrators can add and edit groups, agents cannot. For more information, see About organizations and groups in the Administrator Guide.
Alias Alternative name to use on all communications with end-users instead of your real name. Leave this field blank if you want to use your real name on your communications.

This option is available for Professional and Enterprise accounts only. For more information, see Adding an agent alias in the Administrator Guide.

Signature Closing line added to your email notifications when you make public ticket comments.
Email Email addresses associated with your profile. The first email address is your primary email address and the only address that receives email notifications. You can add more email addresses to your profile by clicking Add contact.

Note that to change your primary email address, you must first add and verify the new email address you want to make primary, then remove the old primary address.

Agent forwarding Office phone or mobile phone you'd like to forward voice calls to instead of answering calls via the browser. You can test the number you enter to make sure calls forward properly.
Contacts Other contact information including your Twitter handle, Facebook page, and Google account. You can also add secondary email addresses.
Tags Any tags you want automatically added to new tickets you create. Separate tags with a space. Tags are added to new tickets only, not updated tickets. This is an optional feature and you may not have enabled user tagging. For more information about user tags, see Adding tags to users and organizations in the Administrator Guide.
Org. A collection of users (both end-users and agents) created by an administrator. Agents can be a member of only one organization. If your uses organizations, both administrators and agents can add or edit their organization. For more information, see About organizations and groups in the Administrator Guide.
Language Language you'd like to view Zendesk Support in. This setting only affects you.
Time zone Local time zone; used to time stamp tickets. This setting only affects you.
Details Additional details you'd like to add to your profile. Address, for example. Details are visible to other agents but not end-users.
Notes Additional notes you'd like to add to your profile. This information is visible to other agents but not end-users.

Updating your name in your user profile

You can change your name at any time.

To update your name in your own user profile

  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to update another user's name, search for the user and open that user's profile instead of your own.

  2. Click your name on the profile page.

    Your name becomes editable.

  3. Enter a new name.

    Your profile is automatically saved as you enter information. When you finish, you can navigate away.

Adding a photo to your user profile

You can add a photo to your profile and it will appear in your tickets and forum posts. At any time you can change or remove your photo.

Depending on your role, you can also add photos to other users' profiles.

To add a photo to your profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to add a photo to another user's profile, search for the user and open that user's profile instead of your own.

  2. Click the profile icon in the profile, then select Upload a new photo.

  3. Select an image.

    Use an image with a 1:1 aspect ratio that is no smaller than 80x80 pixels. The image will be scaled to fit.

    The image appears in your profile.

To change or remove a photo in your profile
  1. Click your profile icon in the upper-right corner of the page header, then select View profile page.

    If you want to change or remove a photo in another user's profile, search for the user and open that user's profile instead of your own.

  2. Click the profile icon in the profile, then select Upload a new photo or Remove.
  3. If you are uploading a new photo, select the photo.
  4. Refresh the page, if necessary, to see the update.

Changing your password

You can easily change your password in your user profile.

An email confirmation is sent when an end-user password is changed via:
  • Agent interface
  • Password reset link
  • API

To change your password

  1. In your user profile, open the Security Settings tab.

  2. Click Change in the Password section.
  3. Enter in your Current password, then enter your New password twice.
    Note: The new password must match or else your password will not be saved.
  4. Click Change password.

    Your password is updated. You will receive an email from Zendesk Support notifying you that your password has changed.

Have more questions? Submit a request

Comments

  • 0

    Hey, I want to change my password but looks like the way you described in this article no longer applies, since I can't see any options to "change password" on the dropdown menu described above. Can you please advise how to change a owner account password? Thanks.

  • 1

    Hi Fernanda!

    The Change password option doesn't appear in the drop down next to your avatar; it shows up in the drop down to the right of your name:

    Hopefully that clears things up for you!

  • 0

    How can I update my password if managed by third party system I use to sign in? I need my password for salesforce and Olark chat integrations to work.

  • 0

    Hey Quinton!

    You should be able to have an admin set a Zendesk password for you. Otherwise, you can click the Forgot my password link on the login screen, and you'll receive a link in your email.

  • 0

    Per the ZD support person that got back to me the other day:

     

    The Zendesk API (what you're actually authenticating to with the integration) can only be authorized 3 ways - native credentials, OAuth, or API Token.

    If you're on v4.11 (available here) you have access to all 3 as OAuth was recently added, otherwise you will need to use a set of native credentials or an API token. My recommendation would be to use a token if you are unable to update.

    To use an API token to authenticate the integration go into Zendesk and navigate to Admin >> Channels:API >> Enable token access.

    Once you've enabled token access you will have the option to create a new token and be prompted to give the token a name, this is for identification purposes. Once you've enter a name the token will appear to you. Be sure to save this token as this will be the only time the full token is ever displayed.

    Once you've acquired a token head back over to Salesforce and navigate to the Zendesk tab and enter the following:

    Zendesk URL: <ZendeskSubdomain.zendesk.com>
    Username: <AdminEmail>@domain.com/token
    Password: <APIToken>

    We will be removing token and native credential authentication in the future so it may be worthwhile to upgrade and utilize OAuth now.

  • 0

    Jessie, I have a question about what you posted about the Forgot my Password link on the login screen.  I have customers reporting that they are using it, but nothing happens.  They do not receive anything.  Is there something missing in our configuration to allow it to occur?  Any ideas?

    Thank you,

    Erin Byrne

  • 0

    Hey Erin!

    In order for them to get an email with password reset instructions, they need to already be in your Zendesk with the email they're trying to log in with. Provided that you've enabled Anybody can submit tickets in your Settings, they'll also see an option for if their new to your Zendesk, or if they've emailed you but haven't set up a password yet.

    You'll also want to make sure that you've enabled Allow users to change their password

    Then, of course, you'll want to make sure that they're also doing the standard "make sure you check your spam folder" thing as well.

    Let me know how it goes!

  • 0

    Main I ask what the purpose of the connect switch is? After activating it displays Connect user seat added, but this does not ring a bell.

  • 0

    Connect is one of the new Zendesk components. As it's name suggests it allows you to connect with your customers in various ways. I suspect that this message should other really appear and is a hangover of the integration work. You can safely ignore it but hopefully someone at Zendesk will read this and take action to stop the confusion.

  • 0

    I was trying to update my Signature (which is already in place and shows up on all public replies), but when I view my profile the Signature area shows up as blank.    

    Is this how it works?    Do I just need to enter that info again instead of updating it?

  • 0

    Hey Jonny!

    If you had a personal signature set up, it would show up in your profile. It sounds like your Admins have set up the Global Agent Signature, which makes so that all Agents have the same signature. I'd recommend speaking with them!

  • 0

    I am in the process of provisioning Zendesk Support so we are not live yet. I need to migrate all our current support end users from our legacy system to Zendesk

    How do I import their existing credentials (username and password)? I have disabled "Anyone Can Submit Tickets" under Customers so only existing users can enter tickets but I want them to continue using the same credentials they have in our legacy system. Is there a way to bulk-import them?

  • 0

    Hey Sergio!

    End-users log in to Zendesk with their email address, rather than a separate username. If your users are currently using usernames (not emails) and you don't want to change that, I'd recommend taking a look at our SSO options!

  • 0
    Edited by Jordana
  • 0

    Hi Jordana - I see you edited your post and there's no longer a comment, are you still having trouble, or did your problem resolve itself? 

  • 0

    Realized my problem was on our end, not Zendesk's!

  • 0

    Gotcha. Glad it's resolved!

  • 0

    I just want to remove my photo. When I remove it, it magically re-appears later. I've removed it hundreds of times, but it just keeps coming back. We try to mask my identity as a support agent for the company - this kind of defeats the purpose when there is a picture of me besides each message.   

    It appears my picture is being auto-imported from my Google Profile, which I use as my login.

  • 0

    Zendesk does not automatically override an image which you upload on your profile, except in the instance where you may already have a Gravatar account. Gravatar is an avatar site linked to Wordpress where you can upload your picture as an avatar and it will then populate any other website which uses profile pictures automatically for you.

    Gravatar will override the image you load into Zendesk with an old image which you may have linked to them. If users have interacted with Wordpress in the past, they may have unknowingly signed up to this as well. Again, this is the only way your profile picture is modified in Zendesk, apart from your making the change yourself manually. 

    To confirm if you have a Gravatar account, simply go here to check: http://en.gravatar.com/

  • 0

    Dennis, I have not uploaded a photo for my ZenDesk profile, nor do I have a Gravatar profile/account.

    ZenDesk is forcibly inheriting my GOOGLE Account's profile picture. (Probably because I log in via my Google Account).

    And if I remove the profile picture in ZenDesk, all is good for about a day. But somehow automatically ZenDesk sets my profile pic to match my Google Account. Again. and Again. 

    I'm thinking of forgoing using a Google Account, and just use a ZenDesk local ID/Pass.  I shouldn't have to do such measures.

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