Updating your user profile

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

The following table describes the profile information that can be set for administrators and agents.
Zendesk Classic: The presentation of information in your profile is different than what is presented in the table if you are using Zendesk Classic.
Profile dataDescription
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 in your Zendesk. 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 Zendesk 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 Zendesk 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 Plus and Enterprise accounts only. For more information, see Adding an agent alias in the Zendesk Administrator Guide.

Zendesk Classic: This option is called Display name.
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 your Zendesk may not have enabled user tagging. For more information about user tags, see Adding tags to users and organizations in the Zendesk 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 Zendesk uses organizations, both administrators and agents can add or edit their organization. For more information, see About organizations and groups in the Zendesk Administrator Guide.
Language Language you'd like to view your Zendesk in. This setting only affects you.
Time zone Local time zone; used to time stamp tickets in your Zendesk. 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 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.

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

Zendesk Classic: To change your profile in Zendesk Classic, click your name in the upper-right corner of the page header.

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.

    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.
Have more questions? Submit a request

Comments

  • Avatar
    Adam Perlman

    Hi, what are the optimal dimensions for the portrait photo?

    Thanks!

  • Avatar
    Justin

    I've aways used 80x80! 

  • Avatar
    zoua mua

    Hi, if I add multiple email addresses in the Email field, will all of these emails receive the same notifications that my primary does? If not, how can I do that.

  • Avatar
    Dave Dyson

    Hi Zoua -

    Email notifications will only be sent to your primary email address. However, you could potentially set up an email forwarder in your email account that forwards incoming email notifications received from Zendesk to your other accounts. Hope that helps!

  • Avatar
    Sergey Bazhenov

    Hi, while setting up the test desk I've set the email to our really primary support email which we want to use to send the email's to our customers.  Now I've found that this would be the primary email of my zendesk user which cannot be changed.  And now it doesn't allow me to setup the email settings for the desk.  What should I do?

  • Avatar
    Brandon K.

    Hello Sergey,

    You should put the email that you want your end users to see under Channels > Email in the 'Default reply address' field. This is the email address that your users will see as your response as being sent from and the address that they are prompted to reply to. If you accidentally entered this email as your profile's primary email address, you will need to change the address on your profile page by clicking add contact on the left side of the screen and entering a new email address that you want to receive agent notifications on. Once you verify the email address you will be able to make it your primary address and be able to remove the previous address. That address will now be freed up for you to set it as the default for your account.

  • Avatar
    Melvin Lang

    Hi there,

    I am desperately trying to change my email.....maybe I have done something wrong. I have tried numerous times to change it, but when I log back in my email address is till the same.

    The email listed: mycorneroftheworld0@gmail.com  is now defunct.

     

    I want to change it.  How do I do it, if it keeps on changing back. And I do click the save button.

    Regards,

    Melvin

    username:mycorneroftheworld

  • Avatar
    Brandon K.

    Hey Melvin,

    If you want to change the email address on your user profile you need to first add a second email address and verify it. You can verify by replying to the email that is sent out or manually verifying it right on your user profile. Only after the email address has been verified will you be able to change it to the primary address and delete your old address from your profile. Hope this helps!

  • Avatar
    christine

    How do I remove a photo from an agent profile? I click edit on the photo but my only option is "upload a new photo". Remove photo does not exist. Help!

  • Avatar
    Todd Zabel

    @Christine - Please see attached screenshot. You may want to verify your permissions in Zendesk. Are you an admin? You might also want to try a different browser; I have had some issues with modifying profile photos in Firefox in the past. If these things don't solve it; I would escalate to Support.

  • Avatar
    Mary Gebbia-Portice

    PLEASE help me figure out where the system is pulling my picture from. I'm so frustrated. I went to delete my photo yesterday and it did delete the original photo but then pulled a random (NOT flattering) photo from somewhere else out in cyberland. I do not have any external accounts connected and I am using my work email address only. I went back in and replaced the photo with a different one and it did change it on SOME of my past posts and tickets but it is still showing on one ticket in particular. I don't know how it pulled that picture because it's not on this computer and I don't have any accounts connected. I've tried different browsers (Chrome, Firefox). I've cleared histories and cookies and caches. I'm baffled, and frustrated. I don't understand why it changed the photo on some posts and not others, but I suspect it may have something to do with the status of that ticket. 

    Any ideas out there that I haven't already tried??? I've also gone into my profiles on other sites to make sure that photo is not a profile pic on another account, and I've even deleted that picture from my other accounts. 

    Ugh..........I will keep trying but I hope that someone has a clear and correct fix for this. 

  • Avatar
    Mary Gebbia-Portice

    And........there it is........the photo that I am trying to remove that does NOT show in my profile but magically appears when I post. This is a problem.........  :-(

  • Avatar
    Laura D.

    Hi Mary, 

    I'm going to start a ticket for you so we can figure this out, I'm sorry it's been so frustrating. Look for an email in just a minute!

  • Avatar
    Laura D.

    Hi Mary, 

    I figured out what's happening. We pull information from the site gravatar.com - they let you create a profile (with a picture) that can be accessed by many other systems, mostly public forums. It means you can create one profile instead of individual ones on many sites. I'd head to their site (http://en.gravatar.com), sign in and delete the picture. 

    The inconsistencies of where you're seeing the photo are probably related to where you're using the address that is attached to the Gravatar profile and which other systems (like Zendesk) use it (or not). Sorry for the confusion, I hope this helps!

  • Avatar
    Mary Gebbia-Portice

    Thank you! That helped and fixed it!! YAY!!!! Oh my gosh, I never would have thought to look at Gravatar. My Wordpress account uses Gravatar and I used that account several years ago for school. I went in and changed my Gravatar picture and the rest of the help desk tickets updated. Thank goodness!

    Usually I can fix these things by my help but every once in a while, I need to head to tech support. Thanks for your fast response and for the fix. I knew it had to be pulling from somewhere but couldn't figure it out. Whew.......mystery solved. :-)

    -Mary

  • Avatar
    Laura D.

    Absolutely, always happy to help! I'm glad it was a quick fix too :)

  • Avatar
    Will

    Hello:

    How do you change the owner role to another user?  Our manager is leaving the company, but her role is listed as owner and I cannot find a way to change it.

    -Will

  • Avatar
    Jennifer Rowe

    Hi Will,

    Please see this doc on Changing the account owner.

    Hope that helps! 

  • Avatar
    Chris Chandler

    Hi,

    I'm trying to change my name in my profile, but am having some difficulty.

    It seems that every time I logout/login to my ZenDesk account, my name in my user profile is reset.  I'm using token-based authentication and log into ZenDesk via Magento.  Could it be resetting the name when I log in or am I missing something?

  • Avatar
    Laura D.

    Hi Chris, 

    Yes this is very likely a result of the SSO set up with Magento, I bet that every time you login Magento is passing the name it has to Zendesk. As a first troubleshooting step I would try changing the name in Magento and then logging into Zendesk again. If that doesn't work let me know and I can take another look. 

  • Avatar
    Chris Chandler

    Hi Laura,

    I have confirmed that the name is being updated by Magento.  Is this a bug or a feature?

  • Avatar
    Felicisimo Cabuco

    Hi,

     

    I am having trouble adding an agent forwarding number, when I try to save it, it does not allow me to do this.  Is there something I am doing wrong?  or is this a feature I need enabled?

  • Avatar
    Laura D.

    @Chris, 

    That is by design, the SSO setup looks to the provider of the identity (in this case Magento) to fill in that information.

     

    @Felicisimo

    Looks like we started a ticket for you on this - let's follow up there, seems like something is happening, as agents should be able to add numbers to their profiles.  

  • Avatar
    Renato Di Angelo

    salve ragazzi volevo chiedere una cosa dove lo trovo il mio user ID per formulare la domanda su playdom? grazie.

  • Avatar
    Joy Carletti

    @Renato: Mi dispiace, non siamo in grado di aiutare con questo problema. Potete visitare support.playdom.com per ulteriori assistenza. (Si prega di notare che il campo 'user ID' non è necessario per creare un ticket con loro.)

  • Avatar
    Marty

    I'm trying to change my profile photo and when I try to download a new photo, the wheel just goes round and round.  I've cropped the photo to make it smaller but still no go.  In your above step, it says "To change or remove a photo in your profile".  I don't see a way to remove a photo.  So either help me please change my photo or completely remove it.

     

    Thanks

  • Avatar
    Laura D.

    Hi Marty, 

    Sorry about the trouble here, sounds like you're doing everything right. Size shouldn't be an issue but a smaller photo would be faster to upload. If you're still not having luck changing the photo, as a Plus customer you can give us a call, 888-670-4887 - that's probably the fastest way to figure out what's happening.

    You're right about the option to remove a photo, that isn't available for some reason, looks like we were mistaken in saying that. It does make sense to have it though so I'll see if I can get some clarification. 

  • Avatar
    Administrator1

    Hi,

    I uploaded a photo to my profile and was given a confirmation message, yet the photo fails to display with my profile. I tried login out and back in to no avail.

    Any thoughts?

    Ricardo

  • Avatar
    Laura D.

    Hi Ricardo, 

    That is something we know about it - seems like it showed up last week. It should be fixed later this week. During my testing it seemed that while the photo did not show up on the agent profile it did show in ticket updates and forum posts. Is that true for you? 

    Sorry about the trouble - I'll do my best to post an update once it's resolved!

  • Avatar
    Laura D.

    Hi everyone, 

    The issue with profile pictures not showing properly should be resolved as of today, you may need to refresh to see it work properly. Please let us know if you're still having problems and thank you for your patience!

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