Managing end users

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14 Comments

  • Sydney Neubauer

    "One email address is set as the primary, which means that notifications are sent to that address"

    The issue is that if an end-user emails in with their non-primary email address, all Agent replies will go to their primary address. What if their primary is a typo? Inaccessible? Belongs to an unrelated party or an estranged spouse? Even if you add the secondary email as a CC, no email is sent to the secondary email. Only the primary address. This is a huge security concern and needs to be addressed.

    There are 3 feedback posts with no activity from Project Managers in years (4+):

    Please can we have eyes on this?

    Thank you

     
    2
  • Dave Dyson
    Zendesk Community Manager

    Hi Sydney,

    As it happens, I am trying to get a response on those very threads, although I don't believe there's anything on our roadmap at present – but stay tuned, and thanks for your patience!

    0
  • Leonardo Elizeche

    Can i use user final data into Explore?

    the data set end user is posible useit into explore?

     

    0
  • Dane
    Zendesk Engineering
    Hi Leonardo,
     
    If you are pertaining to user data that can be used in Explore you can refer to Metrics and attributes for Zendesk Support. All end-user related information that can be used as an attribute is included there. 
     

    Just in case this is not the information you need. Just reply back and I'll gladly help out.
     
    Cheers,
    Dane

     

    0
  • Leonardo Elizeche

    thanks but not

    these dataset refer to ticket and the end user ticket its not working for my

    i want to know... the table USER (totally) is possible use it into Explore?

     

    0
  • Dane
    Zendesk Engineering
    Hi Leonardo,
     
    I have created a ticket for you to investigate further. Please wait for my update via email.
     
    Cheers,
    Dane
    0
  • Kellen Cox

    Is there no way to add custom fields to an end user record type? We want to track other data about our customers. For example, since we sell pet supplements, we'd like to have a field for their pet's name, age, etc. We need this information on the end user level and not just on the ticket so that it is available all the time. 

    Please advise. Thank you. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Kellen,
     
    Yes, there most certainly is! Here's how: Adding custom fields to users
    1
  • Kellen Cox

    Thank you @...! That was most helpful. Is there a way for a user field to be utilized on a ticket form? It would be really nice, for example, if we were to update pet details on the user level, but then it automatically populates on the ticket form if it has those same fields because it pulls from the user. This would prevent double-work and potential typo/data entry issues. 

    1
  • Teri Hines

    This would be incredibly helpful for us as well.  We are a graduate school program and import student information to our end user profiles but there is no way to automatically add that information into macros or tickets.

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  • Jen Cole

    Is there anything on the road map to allow the agents to select which email address to send proactive emails too for an end-user account? We have some users with multiple emails and that would be helpful to be able to choose the email address. 

    Also, we'd like the ability to send proactive facebook messenger messages from within Zendesk?

    I do like that if a customer writes into us from their secondary email, then our responses do go back to the secondary email. 

    Thanks!

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  • Brett Bowser
    Zendesk Community Manager
    Hey Jen,
     
    I did some digging and it doesn't look like we have anything in the works right now to address this need. I would recommend creating a feedback post in our Feedback - Ticketing System (Support) topic using the following template.
     
    Let me know if you have any other questions and thanks for sharing this with us!
    0
  • Daniel Carvallo

    Hi, is there a way to restrict agents from changing a costumer email? We want to make this modifications only via API when a user changes its email on our App. 

    If an agent changes it in QB, it will break the relationships between our App and Zendesk. 

    0
  • Beto
    Zendesk Customer Care

    Hello Daniel, thank you for your question!

    I'm afraid to say that it is currently not possible to edit the Agent's role permissions, unless you are no the Enterprise level of Support or Zendesk Suite. On this subscription level, you can create custom roles, where you can decide very specifically which permissions each role has. So you could create a copy of the "Agent" role, and remove the permissions of editing end-user profiles.

    But without this, the Agent role will have the default permissions, which include editing end-user's data, as you can see here: Understanding Zendesk Support user roles.

    I hope this was helpful!

    0

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