About the Team members page

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.

Agents are the majority of your team. They interact with your end users and resolve tickets. Admins define the roles and privileges for agents, as well as manage and customize your Zendesk instance.

From the team members page you can add agents and admins, 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.

The following topics are covered in this article:

• Accessing the Team members page
• Finding team members
• Modifying team members

Related articles

• Understanding Zendesk Support user roles
• Adding agents and admins
• Updating team member (user) profiles

Accessing the Team members page

You’ll find the Team members page in Admin Center.

To open the Team members page

• 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 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

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. 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 or by the date that they last signed in.

To filter the team list by product role

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Click Filter.
3. 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 who have 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.

4. Click Apply filters

To filter the team list by last sign-in

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Click Filter.
3. 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.
4. Click Apply filters.

Tip: If there is a certain filter or combination of filters you think you’ll reuse, you can save and come back to them later. To do so, apply the filter(s) and bookmark the page in your browser. You can then access the applied filter(s) from the bookmark you created in your browser.

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

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. 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

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. In the search bar, enter order_by:created to sort the team list.

   The team list is sorted in ascending order by default.

3. To sort the team list in descending order, enter order_by:created sort:desc.

Modifying team members

This section describes updated functionality that is being rolled out to accounts. The rollout began January 10, 2023 and will conclude January 18, 2023.

From a team member’s page, you can change the person’s name and manage their roles and email addresses. Additionally, you can also permanently delete the team member.

Note: Only the account owner can edit their own profile and manage their email addresses. See Managing a team member's email address.

If you want to update other user profile details, such as adding an agent to an organization, click Manage in Support from a team member's profile (see Viewing a user's profile in Zendesk Support).

Tip: You can click Bulk manage from the Team members page to change the Support role for multiple team members simultaneously. This opens a previous version of the Team members page where you can select multiple team members to edit.

To modify a team member

1. In Admin Center, click People in the sidebar, then select Team > Team members.
2. Click any team member to access their settings.