Viewing your user profile in Zendesk Support

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  • Fernanda Picotez

    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.

  • Jessie Schutz

    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!

  • Quinton Myers

    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.

  • Jessie Schutz

    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.

  • Quinton Myers

    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: <>
    Username: <AdminEmail>
    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.

  • Erin Byrne

    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

  • Jessie Schutz

    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!

  • Edwin Schukking

    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.

  • Colin Piper

    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.

  • Jonny Slumpff

    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?

  • Jessie Schutz

    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!

  • Sergio Seplovich

    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?

  • Jessie Schutz

    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!

  • UserAdmin #55555

    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.

  • Dennis Lynn

    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:

  • UserAdmin #55555

    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.

  • Keith @ Zendesk

    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.  :)

  • UserAdmin #55555

    Keith, I eventually ended up doing that (Made a blank white .png and uploaded that).

    It's a workaround, not really a solution.

  • Gianni Galante

    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?

  • Sofia Levin

    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.

  • Ian Sampson

    How do I update the MAIN email address Zendesk is centred around? Cant see the option to change this in settings?


  • Jessie Schutz

    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!

  • Léa Saint-Laurent

    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.

  • Stephen Fusco

    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:

    • +14155551212x123 

    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. 

  • Reza Parvizi

    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?




  • Jessie Schutz

    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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