There are six primary components to managing your users: end users, team members, roles, organizations, groups, and tags. Each of these components are managed from dedicated pages:
  • The end users are managed on the Customer page.
  • The agents and admins are managed on the Team members page.
  • Roles for all types of users are managed on the Roles page.
  • Organizations are managed on the Organizations page.
  • Groups are managed on the Groups page.
  • Tags for users and organizations are managed on the Tags page.

About user management

Every Zendesk user is assigned to a role. At the highest level, users are broken up into two categories: end users and team members. End users, sometimes called customers, are the people who submit tickets. Team members, previously called staff, manage the Zendesk instance and resolve customer tickets. Team members can have a variety of different roles, such as admin, agent, or (on Enterprise plans) custom roles.

You can also create collections of end users and team members to help keep your users organized and aid in efficient ticket resolution. Organizations are typically used to create collections of end users, but they can also include team members. Groups are used to create collections of team members. Organizations and groups are powerful ways to keep your users organized and can play a big role in the ticket workflow.

Searching for users

To search for users, groups, organizations, or tags, you must first understand what you're looking for. Each page related to user management has its own search functionality. That means, if you're looking for an end user, you'll only find them if you search on the Customers page; if you're searching for a group, you'll only find it if you search on the Groups page. By limiting search to the scope of each page, you're more likely to get quick and accurate results, with less extraneous information.

Usually you'll know a little bit about what you're searching for. However, if you have a name or an email address, but you aren't sure if it belongs to an end users or a team member, pick the page that you think is most likely and search there first. If you don't find what you're looking for, then try searching on the other page.

To perform a search
  • On the relevant user management page, enter a keyword or term in the search bar and click Search.

For information on searching for user-related data, including tips for more advanced searches, see Searching users, groups, and organizations.

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