Every Zendesk user is assigned to a role. At the highest level, users are divided into two categories: end users and team members. End users are the people who submit tickets. Team members manage Zendesk and resolve customer tickets. Team members can have a variety of standard roles, such as admin or agent or, on Enterprise plans, a custom role.

You can create collections of end users and team members to help keep your users organized. Organizations are collections of end users, but they can also include team members. Groups are collections of team members.

There are dedicated pages in the product to manage the different user types and collections of users. Each page has its own search that is limited to the scope of that page. If you're looking for an end user, for example, you'll find them by searching on the Customers page.

See the following articles for finding and managing your various users:

End users: About the Customers (end users) page
Agents and admins: About the Team members page
Custom agent roles (Enterprise plans): About the Roles page
Collections of end users and, possibly, team members: About the Organizations page
Collections of team members: About the Groups page