A user's profile contains a range of data which can be updated and edited as required. This article describes how to add and edit information in a user's profile in Zendesk Support.
- Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- Click the user's name to enter a new profile name.
- 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.
- 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.
For details of the default user fields, see Viewing a user's profile in Zendesk Support.
Adding user contact information
A user account can contain 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 Twitter accounts. Note that you can only add one Facebook account.
- Navigate to the user's profile in Zendesk Support (see Viewing a user's profile in Zendesk Support).
- 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.
- Repeat as needed.
- When you are finished, you can close the user's profile by navigating away from it.
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.
- In the user's profile, click the email address and select Resend verification email or Verify now.
- In the user's profile, add (shown above) and verify (shown above) the new email address you want to make primary.
- Click the arrow next to the new email address and select Make primary contact from the drop-down list.
"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?
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!
Can i use user final data into Explore?
the data set end user is posible useit into explore?
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.
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?
I have created a ticket for you to investigate further. Please wait for my update via email.
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.
Yes, there most certainly is! Here's how: Adding custom fields to users
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.
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.
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.
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!
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.
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!
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