Do my agents need their own login?

Question

Do all of my agents need their own login accounts?

Answer

Yes, agents need their individual logins to ensure your Zendesk account works properly. A shared email address may cause multiple issues which includes missed notifications on official communications, such as invoices, end-of-life (EOL) announcements, and credit card failures. When changes are made to your account and data, a shared login makes it difficult to identify which agent made the change.

Additionally, the use of shared login goes against the Zendesk Customer Agreement.