About the Customers (end users) page

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58 Comments

  • Shehryar Khaliq Lodhi

    Hello everyone !

    can we like restrict specific agents from viewing the people's button ?

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Shehryar Khaliq Lodhi - at the moment, this page can be restricted for custom roles, by changing permissions found under Admin > People > Roles > Role and unchecking the "view user profile lists" checkbox and saving changes to the role.



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  • Shehryar Khaliq Lodhi

    like this will be for all the agents or do I need to specify a separate role for every agent and then?

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  • Mikael H

    It would be great to be able to sort users in date of last login. It's really hard to administrate 250 users with the current tools available from Zendesk.

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Mikael H - Thanks for the feedback, I want to clarify - when you say "sort users by date of last login" - are you looking for this information for end users or for agent users?

     

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  • Mikael H

    Hi Pratishta,
    Yes, it's for agent users. I can see now that I left that information out.

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  • Pratishtha Nahata
    Zendesk Product Manager

    Hi Mikael H - thanks for clarifying, the agent users are now on the new Team Member page, I'll let Tom Dupuche our PM for Team Member management answer your question

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi @...,

    I am in the middle of trying to get a list of users for a few Orgs. As a result of this, I would like to request that we be able to filter:

    1. By Organization(s) whether primary or not

    2. By a User Field (standard and custom)

    3. By status (verified, suspended, etc)

    And also to be able to add/remove different columns prior to export:

    1. User Fields (standard and custom)

    2. Primary Organization

    3. All organizations the user belongs to

    4. Created at

    5. Last login

    6. Access (can view Org's tickets, only their own tickets, etc)

     

    Thank you for considering!!

     

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  • Nisarg

    Hello @Pratishtha Nahata,

    Is there an api we can call to extract only the list of end-users?

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Nisarg,
     
    I'd recommend taking a look at this article: https://support.zendesk.com/hc/en-us/articles/4408882924570-How-do-I-export-a-list-of-users-
     
    I hope this helps!
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  • Danielle DeCosta

    When we hire a new person, typically they are synced into our end users and I upgrade them to staff. Is there any article or insight you can provide that will explain how they are synced into our end users? I am not sure if it comes from our CRM ect. I just took on this role and can't seem to find the answer internally anywhere. 

    Thanks! 

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  • Dave Dyson
    Hi Danielle, and welcome to the community!
     
    It's possible that your predecessor enabled single sign-on for your end-users and/or agent/admins -- here's how to determine that and manage those settings: Managing single sign-on (SSO) configurations
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  • Jupete Manitas
    Zendesk Customer Care
    Hi Muhammad, thanks for writing in! We do not have exact best practices documentation but it still depends on your workflow. Are you planning to clean up your users stored in our Zendesk interface? What we can suggest making use of the delete users, exporting, importing, and managing them outside. You can also make use of the SSO so that only registered users are inside your Zendesk instance. In terms of data integrity, you still have control over your data and Zendesk will process it accordingly. 
     
    You can also make leverage the API users endpoints to manage your user and their data. Thank you!
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  • Vladimir Shkuratov

    Hi @...,

    I am on the same need as Aleena Khan. Is there any way to export a list of end users once you applied the needed filter in the Customers tab?  And if not - what would be alternative solution apart from "Customer list" addson?

    Thanks.

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  • Christine
    Zendesk Engineering

    Hi Vladimir,
     
    You can take a look at our article: How do I export a list of users?
     

    There are three options available for you to export a list of users from your account.

    1. Use the Zendesk Rest API Users endpoint to capture the list of users from your account.
    2. Export users in XML or JSON format. For more information about exporting data from your Support account, see the article: Exporting data to a JSON, CSV, or XML file.
    3. Accounts with the customer lists can export their user list in a CSV file.
    4. There might be a third party alternative that works for your use case in the Zendesk Marketplace.
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  • Info

    Hello,

    Can I also add my end user list to the Zendesk Chat? And make sure that a customer who's logged in to my website, is directly identified when they start chatting? I don't like having to ask for their contact details while they are logged in already. 

    Thanks!

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  • Raphaël Péguet - Officers.fr

    Hello Info yes you can but you need a bit of coding skill here is the process:

    https://support.zendesk.com/hc/en-us/articles/4408836328346-Enabling-authenticated-visitors-in-the-Chat-widget

    Best regards,

    Raphaël - Officers.fr

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  • Gabriel Pavel

    it would be good if this page would accept the query string as GET parameter in URL, smth like: https://xxxx.zendesk.com/agent/user_filters?searchEndUsers=testUser. In this way it would be simple to deep link to user from external systems without having to know the userid (in order to build smth like:  https://xxxx.zendesk.com/agent/users/7379931683356/requested_tickets

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  • Rolf Hayes

    Hello All

    I want to find any customers that aren't assigned or linked to an organisation.  Is this possible on this page or does anyone have any ideas how I should do this?

    Look forward to any help.

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Rolf,
     
    You can search by other end user properties, such as Organization. For example, to search for all the end-users that aren't assigned, or linked to an organization. You can enter organization:none in the search bar.
     

    For a list of all search parameters you can use to search for end-users, see Searching users. I hope this helps. Thank you!
     
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  • Rolf Hayes

    Hello Gabriel

    Thank you for your help on this.  I was struggling to make this work until I noticed that despite it being spelt Organisations on our system...

     

    The search must be spelt organization for this to work.

     

    Thanks for your help on this.

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  • Rolf Hayes

    Next question I'd like to see if there is a way of bulk updating customers organisations.  We have over 700 customers not assigned to an organisation and whilst I set up domains if the customer is already on the list it won't pull through to a domain set up after.  

    Any ideas on bulk updating contacts to an organisation?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Rolf,

    To update your customer / end-user's organization and to do this in bulk, you can either re-import the file or use an API call. Here is an article as a reference to this: How can I bulk update users?

    I hope this helps. Thank you!
     
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  • Mia Mamone

    Would very much appreciate a seamless way of exporting User data to an external spreadsheet!

     

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  • Gwynne Alkazin

    We need options to filter what is displayed. I need to see end-users names, phone number(s), email, tags, time zone and last updated. 

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  • Speed Commerce Helpdesk

    Is the End User List's Last Updated field value the last time the administrator made a change to the end user's configuration?    Or is the Last Updated value meant to represent the last time the end user ever signed-in, irrespective of whether they ever created a ticket?

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  • Colin Hutzan

    When I run an analytics report on requesters, it brings up a few hundred less results than my customer list. I need to run a report on all of the customers so I can review and remove the ones that are irrelevant to our business. Can someone help me understand the difference between a requester report and the customer list? How can I get a report on all end users?

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  • Joyce
    Zendesk Customer Care
    Hello Colin,
     
    A Requester report is a report that usually pulls data from users who submitted tickets while a Customer list shows all the users in the account regardless if they have tickets or not.
     
    The article How do I report on user data in Explore? has some Explore recipes that help in creating user and organization reports. 
     
    An alternative to reporting on user and organization information in Explore would be to export that information directly from Support and report on it in an external program. Learn how to export Support data in this article: Where is the data export option?
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