Question
I noticed an end user in Zendesk Support that I do not recognize. How can a user be created in Zendesk?
Answer
There are several ways that a user record can be created in Zendesk. See the information in this table:
Method | Details |
---|---|
Email to a support address* | When you receive an email at one of your support addresses, Support automatically creates a user record if one does not exist already. |
Chat |
When a customer initiates a chat or fills out the offline message form, Zendesk Chat creates a new user record, either using the email address the user provided or creating a generic Visitor record. |
Incoming call | When you receive a call from a new number, Zendesk Talk creates a Caller [Number] user record. |
Facebook/X Corp | If you have a social media integration with Facebook or X Corp, a message or tweet from a customer creates a new user record if one doesn't exist already. |
Manual registration via Help Center* | A user can manually create an account by going to your Help Center and signing up or submitting a request. |
Manual addition by an agent in Zendesk | An agent with the appropriate role can manually create a new user via the agent interface. |
User import | You can bulk import users via a CSV file. |
CC on an email | If one of your users replies to a ticket or creates a ticket and CCs another email address, Support creates a new user for that email identity if one does not exist already. This happens provided the "Anybody can submit tickets" setting is enabled. |
API request | A user can be created either via a direct request to the users API endpoint, or via a ticket creation API call that includes a new user. |
SSO user provisioning | Depending on your SSO solution, a user record is created the first time a user visits or attempts to sign into your Help Center. |
Salesforce integration | If you have configured Salesforce Contact/Lead to Zendesk user sync, Salesforce automatically creates user records whenever a sync is triggered. |
Ticket sharing | When an agent at a sharing partner site shares a ticket to your Zendesk instance for the first time, Support creates a dummy user record for any users who have commented on that ticket. |
*Note: This is possible if you allow anybody to submit tickets in your account.
For more information about creating end users, see the article: Adding and managing end users.
4 comments
Lea Jane Hug
Is there an option to set a trigger or automation which would create a new end-user from a comment text?
For example, we have our own phone system and when we receive voicemails they get sent to our zendesk as email (ticket), we would like to have a trigger that would create a user from defined comment text. We would like to pull from the comment a defined text and use it as a trigger for automatic new user creation.
Example of the standard ticket we are dealing with:
"Voicemail from number: (xxx)xxx-xxxx
From: John Doe
Voicemail reads: Hi this is John Doe ...."
We would like to be able to create a trigger that would pull a name from comment and create an end-user (if other defined conditions are met)
Is something like that possible?
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Russell Chee
Hey Lea Jane Hug,
I hope you are doing well and thank you for your question along with a use case. I would like to set expectations that at this current time it is not possible to achieve the workflow you are looking for with either Triggers or Automations. Having said that I would implore you to share your use case as Product Feedback here with our Product teams. Providing feedback helps grow Zendesk alongside our customers needs and ultimately one day your idea could be implemented into the UI.
Please reach out to us if you need anything else and wishing you all the best :)
Russell
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Meri Aydinyan
Hi , about API created users ,how can we add admin's name to CC list when sending invitation email to end user.
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Sabra
Hey @...! If you are looking to customize the welcome emails sent to end users, I would check out this article: Customizing the welcome email and the account verification email. Right now, there's not a way to customize the CC'd users on welcome emails, but feel free to add that request to our Feedback on Support page for our product managers and other community members who have similar needs can see!
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