In Zendesk Support, you can access your profile to view and update your information and settings. This article will discuss how to view and edit your own profile in Zendesk Support. For information on viewing an end-user's profile, see Viewing a user's profile in Zendesk Support. For information on accessing profiles in Help Center, see Viewing user profiles from Help Center.
Viewing your Zendesk Support profile
In Zendesk Support, you can view your own essential information, such as name, profile picture, email, group, and more. In addition to this supplied information, you can also view your ticket and Help Center activity, security settings, and account preferences in the main window of your profile.
This section will discuss how to view your profile and the information visible to you.
- Click your profile icon in the upper-right corner of the page header, then select View profile.
- Edit your profile picture or name (see Updating your name and profile picture).
- Click through the different tabs on the main window to view the following information:
- Tickets: View your assigned, requested, followed, or CC'd tickets. See Viewing your tickets activity in your profile for more information.
- Help Center: View your number of articles, community posts (if available), comments, votes, and subscriptions. See Viewing your Help Center activity for articles, posts, and comments in your Support profile for more information.
- Security Settings: change or reset your password (see Changing your password), view all devices and third-party applications that accessed your Zendesk (see Checking devices and applications that accessed your account), and activate two-factor authentication (see Enabling 2-factor authentication).
- Preferences: Enable Incident email notifications to receive updates when any Zendesk service is experiencing an outage.
- View your user details on the left side of your profile. You can edit some of these user fields. For detailed descriptions on each user field, see About your user profile details.
About your user profile details
On the left sidebar of your profile, you can view the information supplied to the different user fields for your account, such as your role and group. Agents can only edit some of the information on their own profile. If you have created any custom user fields, they will also be shown (see Adding custom fields to users).
Below are the default user fields shown:
| 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 (Professional and Enterprise) | 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 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 Zendesk Talk calls via the browser. You can test the number you enter to make sure calls forward properly. For more information, see Enabling Zendesk Talk and configuring general settings. |
| 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. |
| Organization | 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. |
26 Comments
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.
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!
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.
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.
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.
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
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!
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.
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.
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?
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!
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?
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!
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.
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/
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.
Hey there,
A solution to the issue would be to upload a Profile Image directly to Zendesk. Once that's done your Google will stop overriding and using your personal Profile Picture. :)
Keith, I eventually ended up doing that (Made a blank white .png and uploaded that).
It's a workaround, not really a solution.
Hi, We use a Zendesk user for dedicated API access to our KB. For security reasons, we need to lock this user's password, so that it cannot be changed. Is that possible?
Hi Gianni
Unfortunately you can't lock just that user's password. A better alternative might be to authenticate to the API using your account's API token instead of the user's password.
How do I update the MAIN email address Zendesk is centred around? Cant see the option to change this in settings?
Hi Ian!
Are you trying to change your support address, or change the owner of your Zendesk? We have documentation on both of these things which you can find here:
Let me know if you have other questions, or if I've completely missed the mark!
Somewhat related to this article:
On an agent's profile, it is possible to add their extension.
Is there any way to create a trigger or automation to remove the extension after a certain period of time?
We have agents who cover a certain part of the day, and then others take over and need to change / add their extension to their profile everytime. We would prefer to automate this and optimize phone extension assignation.
Hey Léa,
Thanks for your question.
You can add extensions to the Agent Forwarding number in the agent's profile. You just need to make sure it is formatted correctly: What are the accepted phone number formats for talk?
The format would be to append an x and the extension to the end of the phone number like so:
Unfortunately, it is not possible to edit this automatically through triggers or automations. Triggers and automations only act upon ticket events and therefore could not be configured to edit user profile data on a schedule. I apologize for that limitation and any frustration it may cause.
Hi Team
In the Signature section there is no formatting text tools.
I tried to put in my signature in small html block to bold title, phone number , etc. but it is not loading.
Is there any chance to use text formatting tool in Signature section?
Thanks
Reza
Hi Reza!
You can actually use Markdown to format your agent signature! You can see all the places where Markdown or Rich Text are supported in Support in this article.
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