The Team members page in Zendesk Admin Center provides a central place for administrators to add and manage team members (your staff, agents, and admins).
The Team members page provides a list of all agents, admins, and the account owner. It does not display end users. If you're looking for more information about end users (also called customers), see Adding end users.
The page also displays information about how many of your agent seats you’ve used and a link to add additional seats. For eligible sales-assisted accounts and self-service accounts, you can instantly add more agent seats from this page (see Adding agents on-the-fly).
Agents make up the majority of your team. They interact with your end users and resolve tickets. Admins define the roles and privileges for agents and manage and customize your Zendesk instance.
From the team members page, you can add agents and admins, export team members, manage brand membership, manage group membership, search for team members, and access their profiles to manage a team member's role and email addresses. You can also access your own profile and manage your email addresses.
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Accessing the Team members page
You’ll find the Team members page in Admin Center.
-
In Admin
Center, click
People in the sidebar, then select Team > Team members.
The team members page opens.
Finding team members
The list of team members can be searched by user profile properties, such as name and email address, filtered by product roles, brand and group membership, and last sign-in, and sorted by last sign-in and creation date. Additionally, you can modify settings for any team member from the list.
Searching for team members
Searching by name or email address is the quickest way to find a team member. You can search the whole list, or you can filter the list and search only the filtered results.
To search for team members
-
In Admin Center, click
People in the sidebar, then select Team > Team members.
- Enter a team member’s name, partial name, or email address in the search
bar.
Alternatively, you can search by other user properties, such as group assignments and status. For example, to search for all suspended team members, enter is_suspended:true in the search bar.
For a list of all the search parameters you can use to search team members, see Searching users.
Filtering the list of team members
You can filter the list by a team member’s role assignment per product, by brand membership if you support multiple brands, by group membership, or by the date they last signed in.
To filter the team list by product role
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click Filter.
- Use the Product and role fields to select Any role or a
specific role type by product.
More than one product and role can be selected. If you select roles for different products, the list will show team members who fill both of those roles. However, if you select multiple roles for a single product, the list will be filtered to show all team members with one of those roles. For example, filtering by Support Agent and Guide Agent would return team members who are agents for both Support and Guide, but if you filter by Support Agent and Support Admin, the list would reflect team members who are either agents or admins for Support.
- Click Apply filters.
To filter the team list by brand membership
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click Filter.
- Under Brand membership, select the brands by which you'd like to
filter team members.
Selecting multiple brands filters team members who are part of all the selected brands.
- Click Apply filters.
To filter the team list by group membership
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click Filter.
- Under Group membership, select the groups by which you'd like to
filter team members.
Selecting multiple groups filters team members who are part of all the selected groups. If a team member belongs to some of the selected groups, but not all, they won't show up in the filtered list.
- Click Apply filters.
To filter the team list by last sign-in
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- Click Filter.
- Under Last sign-in, select the time period for which you want to see the most recent sign-ins. You can also select Never to see a list of team members who haven't signed in yet.
- Click Apply filters.
Sorting the list of team members
Filtering doesn't change the order of the list. By default, the team list is organized alphabetically by team member name, but you can sort it by team member's last sign-in. If you sort the list by last sign-in before searching, the set sort order is retained in the search results.
You can also use the search bar to sort team members by creation date, in either ascending or descending order (see Sorting search results).
To sort the team list by last sign-in
-
In Admin Center, click
People in the sidebar, then select Team > Team members.
- At the top of the Last sign-in column, click the sort icon (
) to sort the list by most recent to least recent (
) or vice versa (
).
To sort the team list by profile creation date
- In Admin Center, click
People in the sidebar, then select Team > Team members.
- In the search bar, enter order_by:created to sort the team
list.
The team list is sorted in ascending order by default.
- To sort the team list in descending order, enter order_by:created sort:desc.
14 comments
Helene H.
How do I access the Team Members page? I need to do some clean up.
The People icon doesn't show up in my sidebar or top left menu and I'm the account owner and admin. Why is that?
0
Joyce
Hey Helene!
The Team members page is part of the roll-out of moving the Support settings in the Admin Center. This feature started rolling out to accounts on September 13, 2021, and should take about a week. See this article for more information: About Support settings in Admin Center
This feature is available for accounts with the Support Suite Team plans and higher as well as Support Team, Professional, and Enterprise plans. If you are subscribed to one of these plans and the feature is not yet available, this means that it is not yet being rolled out in your account but should be available in the coming days.
Hope this helps!
0
Jamie Noell
Great addition! Please include the default group in this listing on the new Team Members page. We often need to audit who has what access but want to divide up the list to the respective group owners to confirm when we download the list.
4
Meg Gunther
This is great, but you it would be great if you added a column for role and one for default group.
3
Dave Dyson
Our Feedback - Admin Center topic is the best place to leave feedback for the Team Members page. There's already a post requesting we add a column for Role, but I don't yet see a post related to adding Default Group. We have a template there that will help ensure our product team gets the use-case information they need. I know it seems like extra work to post there, but we receive thousands of pieces of feedback each month, and having it all in one place is the best way to ensure that it's all seen by our product team. Thanks!
0
Lohith S
Hi Team,
Recently there was an announcement to the changes in Organization page. Can we get something similar to the Agent page as well ?
Like adding a department, region, telephone etc ? There is no way we can categorize Agents apart from the Roles we have today.
0
Dave Dyson
Can you add your use case (e.g., the columns you'd like to see, or ways you'd like to be able to filter agents in the Team Members page) to this product feedback thread? Save Filters and Additional Columns for Team Member Page
0
Susann (Sue) Philbrook
Can I export the Team Members page as a report?
1
Audrey Ann Cipriano
Hi Susann (Sue) Philbrook it's currently not possible to export the Team members page as a report. I do know we have this feature in our road map and hopefully this will be released soon! :)
In the meantime, if you need a list of your agents along with the product licenses assigned to them, please message us and we'd be happy to use our internal tools to export it on your behalf. Thank you!
0
Susann (Sue) Philbrook
Hi Audrey,
Thanks for the reply. It's more about tracking who actively uses the licenses (last sign-in date) since we have a limited number of licenses available (and will not be getting anymore).
I tried creating a report based upon the same fields as the Team members page and failed.
I am able to highlight everything on the page and then paste into Word or Excel and do additional clean up, but it would be nice to have an export feature available on many of the internal Zendesk pages used to manage different aspects of the system.
0
Audrey Ann Cipriano
Hi Susann (Sue) Philbrook thanks for your reply as well!
As for the last sign in date of your agents, I found the articles below for you - these has options on how you can get this data as well as create a report in Explore.
I also encourage you to follow our Release Notes page so you will be notified as soon as the feature to export the Team Members list will be released. Thank you!
0
Susann (Sue) Philbrook
Thanks Audrey. The problem with the report described in the article is that it is based on actual tickets. Since anyone can submit a ticket, this will not work. I am looking for exactly what the Team Members page provides, as a downloand. It tells me who has a license and when (or if they ever) signed into Zendesk.
If Zendesk could add the download feature to all areas of Zendesk, that would be great. There are other areas where list download would be helpful (for instance, lists of added/changed functions and the dates they were last updated, and by whom. I was working in Myndbend workflows updating a field and once closed, I could not tell which workflow I had worked on last. Just an example, but it can be tedious work that you cannot finish all in one sitting. Easily detecting where you last left off would be a great time saver!
Sorry, for taking this in a further direction. The point being add a download function to all areas of Zendesk.
0
Bill Brooks
Is there an easy way to see Team Members Zendesk ID's without needing to export data via a JSON? It would be great if a person's Zendesk ID was viewable from the Team Member's page.
Bill
0
Christine Diego
As of the moment, these are the available options on How can I locate an agent ID in Support? But I encourage you to post this as feature request in our product feedback forum for the Support ticketing interface where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
0