This article describes how to manage users created by email side conversations.
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About users created by side conversations
When a team member creates a side conversion via email, they can include any email address in the side conversion. They don’t have to restrict side conversations to existing admins, agents, or end users.
If the team member includes an email address for a user who is not already a user in your Zendesk account, that person is automatically added as an end user. Also, if your account has user and organization tagging enabled, this new user is assigned a created_for_side_conversation tag to help you track why this user was added.
Users added by side conversations do not receive a Welcome email asking them to sign in and create an account. Instead, they are added automatically.
You can manage these users just like you would any other user by viewing their profile, editing them, or deleting them. For example, if their email address is incorrect or changes, you can edit their profile to update it.
Finding and deleting users created by side conversations
In some cases, you might not want users added by side conversations to reside permanently in your account. You can periodically search for these users and delete them if desired.
If you decide to delete a user created by a side conversation, then you can't display their information in any existing side conversations they were involved in. Their name will appear as [Deleted user].
To find and delete users created by side conversations
- Make sure you have enabled user and organization
tagging on your account.
If you don’t have this setting enabled, users added by side conversations will not have a created_for_side_conversation tag, and may be difficult to identify.
- In the Zendesk ticket interface, search for the tag name, created_for_side_conversations.
- In the search results, click the Users tab to see a list of users with this
tag.
- Delete the users.