Managing end users

What's my plan?

An end user's profile contains a range of data that can be updated and edited as needed. This article describes how to edit and add information in a user's profile in Zendesk Support.

Related articles:

• Adding end users
• Deleting end users

Editing users

You can edit a user's profile by updating their profile details, adding or editing contact information, and so on. You can also suspend, delete, or assume the identity of the user.

Note: Agents must have access to all tickets to edit end users. On Enterprise plans, this permission is set by an agent’s custom role.

To edit a user's profile

1. Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
2. Click the user's name to enter a new profile name.
3. Click the down arrow next to the +New ticket button at the top right of the profile to merge, suspend, delete, or assume the identity of the user.
4. To edit a user's details, click the field box you would like to edit. You can also add user's contact information from this location.

See Viewing a user's profile in Zendesk Support for details about default user fields.

Adding user contact information

User accounts can include multiple types of contact information, including email, phone, and social media accounts.

A user account can contain multiple email addresses. When you add the first email address, a verification email is sent to that address and must be confirmed before the email address is valid. This email address is set as the primary address, which means that notifications are sent to that address. If you add more email addresses to the user account, no verification email is sent and the address is automatically verified. You can change the primary email address to any of the other verified email addresses.

You can also add multiple phone numbers, Google accounts, and X (formerly Twitter) accounts. Note that you can only add one Facebook account.

Note: Although you can add multiple unique numbers to a user's profile, each profile can only have one shared number (a number also added to another profile).

To add a user's contact information

1. Navigate to the user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
2. In the user's profile, click Add contact and select the type of contact you want to add, then enter the contact information in the field that appears.
3. Repeat as needed.

To delete a user's contact information

• In the user's profile, click the arrow next to contact information box, then select Remove from the drop-down list.
  Note: A user's primary email address can't be deleted. If you want to delete a user's primary email address, add another email address to the user's profile and then make that email their primary email address. You can then delete the former primary email address from the user's profile.

To verify a user's email address

• In the user's profile, click the email address and select Resend verification email or Verify now.

To change a user's primary email address

1. In the user's profile, add (shown above) and verify (shown above) the new email address you want to make primary.
2. Click the arrow next to the new email address and select Make primary contact from the drop-down list.