Question
I noticed an end user in Zendesk Support that I do not recognize. How can a user be created in Zendesk?
Answer
Several methods create a user record in Zendesk Support. See the table:
| Method | Details |
|---|---|
| Email to a support address* | Zendesk Support creates a user record when it receives an email at a support address and no matching user exists. |
| Chat | A customer starts a chat or fills the offline message form. Zendesk Chat creates a user record. It uses the email address the user provides or creates a generic Visitor record. |
| Incoming call | Zendesk Talk creates a Caller [Number] user record when a new number calls. |
| Facebook or X Corp | If you set up a social media integration, a message or tweet creates a user record if no matching user exists. See Facebook. |
| Manual registration in the Help Center* | A user can create an account in your Help Center by signing up or by submitting a request. |
| Manual addition by an agent in Zendesk Support | An agent with the proper role can create a user in the agent interface. A granular permission lets agents create, edit, and assume end users without delete rights. |
| User import | You can bulk import users with a CSV file. |
| CC on an email | A reply or a new ticket that CCs another address creates a user for that email identity if no matching user exists. This requires the "Anybody can submit tickets" setting. |
| API request | Create a user with a request to the users API endpoint or with a ticket creation API call that includes a new user. |
| SSO user provisioning | The SSO solution may create a user record the first time a user visits or tries to sign in to your Help Center. |
| Salesforce integration | If you configured Salesforce Contact/Lead to Zendesk user sync, Salesforce creates user records when a sync runs. |
| Ticket sharing | When an agent at a sharing partner site shares a ticket with your Zendesk Support account for the first time, Zendesk Support creates a dummy user record for any users who 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 Adding and managing end users.