Updating your name and profile picture

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20 Comments

  • Barbra Wilkinson

    Hello, my profile picture shows fine in Support and on my Profile page, but it shows as a broken picture in Zendesk Talk.  I've removed and uploaded the picture multiple times.  How can we fix this?  

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  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    This could be due to the dimensions of the image you are using, which can cause these types of issues to occur. I would recommend using an image with a 1:1 aspect ratio that is not smaller than 80x80 pixels.

    Best regards. 

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  • Rob

    I’m unable to fix a typo in my username. I’m admin/owner of the account, but when I try to fix it on my user profile, there is no button to save the change, and when I try to navigate away, it prompts me to “keep editing” or “discard changes.” Any ideas? Thanks!

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  • Jupete Manitas
    Zendesk Customer Care

    Hi Bob,

    Thanks for writing in! May I ask if you are still unable to update your user profile up to this time? You will just navigate and click away from your user profile. That should save your new user name. Have you tried using another browser or clearing your cache & cookies and see if you can easily update your user name? Thank you!

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  • Hai

    Hi!

    How does Zendesk define first name and last name when there's no clear distinction (just click on the name to type in the fullname)?

    How does that impact placeholders like: {{ticket.assignee.first_name}} ?

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  • Dane
    Zendesk Engineering
    Hi NGUYEN HUY Hai,
     
    The behavior of these placeholders are discussed in User Data Placeholders.
     

    Note: The behavior of the first name and last name placeholders depends on the formatting of the name on the profile. For example, if you use the name Dutch van der Linde, the placeholder user.last_name will show 'Linde'. If you use the name van der Linde, Dutch on the profile, then the placeholder user.last_name will show 'van der Linde'.

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  • Glenn D

    Hello,

    Good day.

    Is there a way we can restrict the member role to update their profile picture or to just lock their profile?

    Thanks in advance!

    1
  • Christine
    Zendesk Engineering
    Hi Glenn,

    It is not possible to make user fields read-only at the field level like you can with ticket fields. Instead, the ability to edit user profiles is set at the role level. So in this case, you would need to restrict Agents from not having access to edit user records to prevent them from changing user fields.

    Depending on your current subscription level, the feature to allow role editing to prevent agents from editing user fields is available to the Enterprise plan. If you wanted to lock down user profiles so agents are not able to edit the fields, you would need an Enterprise package for this option.

    More information on the default roles can be found in Understanding native custom agent roles in Zendesk Support.
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  • Glenn D

    Hi Chistine,

    We appreciate the information. Thank you!

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  • Luke Aleo

    My profile picture appeared on another agents CC picture. The other agent does not have my picture set up for their profile, but somehow my picture was appearing only on their CC section. After a browser refresh the picture went away. Has this happened to anyone else?

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  • Blanca
    Zendesk Customer Care
    Hi there Luke,

    Sorry that there is an issue with your profile photo showing under a different staff. I can say that glitches can happen at times but not always.  Especially if there is a slow in the connection, changes made within the profile and other possible and sometimes unimaginable reasons.  

    Clearing cache and cookies of the browser helps for any changes made be it within your profile, Zendesk interface and the like. This is the very first step to do so glitches can be avoided. I hope this answers your question. Please let me know if you have any clarifications. Have a great day!
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  • Jack Williams
    Zendesk Luminary

    Is there a way to force users to choose a username? It's pretty tiring seeing "FirstName LastName" all over our help center and community.

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  • Dane
    Zendesk Engineering
    Hi Jack,

    Users can freely add their alias on your Help Center. However, there's no option to force them to utilize it.
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  • EN Support

    Hi,

    I changed the name in the profile, but the clients still see my previous name when chatting online. How to slove it?

     

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi EN Support,
     
    To change your display name, tagline, or avatar for chat.
    1. To do this, click on the product tray icon ( ) at the top right, then select Chat
    2. On your Chat dashboard, select Settings > Personal > Profile tab.
    3. Modify your display name, tagline, or avatar as needed.

    4. Click Save Changes.
    I hope that helps!
     
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  • Jackie Kyrylenko

    Your system constantly pulls my surname, I assume from my profiles in our product. Every time I wipe it off, it then shows up again and again. It also pulled my dummy account's surnames. Like I am Jackie Briant in our products's account for screenshots, and it pulled this surname once. And then it continues to fill in my real surname all the time from who knows where. I don't want users to see my surname! 

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  • Jack Williams
    Zendesk Luminary

    @Jackie I think that's a common problem when using SSO. Or at least I recall that being mentioned somewhere in the past

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  • Brett Bowser
    Zendesk Community Manager
    Hey Jackie,
     
    This usually occurs if the name is configured differently in your active directory system you're using if you do have SSO enabled as Jack mentioned above. If you have SSO enabled, I'd recommend reaching out to your IT team so they can investigate and correct this issue on their end.
     
    I hope this points you in the right direction!
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  • CS_process_info_mgmt

    Hello, is there a way to restrict Staff member/non-end user/Agents' Zendesk profile details, e.g. their name?

    please see screenshot below as reference:

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  • Mike DR
    Zendesk Customer Care
    Hi there!
     
    An answer was provided here:
     
    On both Chat and Messaging, agents can change their display names via Display Name or Alias on their Profile Settings respectively.
     
    We don't have any plans to work on restricting agents from doing so in the next year.
     
    We're committed to involving our users in building our product roadmap - we'll keep a lookout for similar requests in community posts.
    0

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