In Zendesk Support, you can edit your user name and profile picture. For information on updating an end-user's profile, see Editing an end-user's profile.
This article contains the following sections:
Updating your name in your user profile
You can change your name at any time.
To update your name in your own user profile
- Click your profile icon in the upper-right corner of the page header, then select View profile.
If you want to update another user's name, search for the user and open that user's profile instead of your own.
- Click your name on the profile page.
Your name becomes editable.
- Enter a new name.
Your profile is automatically saved as you enter information. When you finish, you can navigate away.
Adding a photo to your user profile
You can add a photo to your profile and it will appear in your tickets and forum posts. At any time you can change or remove your photo.
Depending on your role, you can also add photos to other users' profiles.
- Click your profile icon in the upper-right corner of the page header, then select View profile.
If you want to add a photo to another user's profile, search for the user and open that user's profile instead of your own.
- Click the profile icon in the profile, then select Upload a new photo.
- Select an image.
Use an image with a 1:1 aspect ratio that is no smaller than 80x80 pixels. The image will be scaled to fit.
The image appears in your profile.
- Click your profile icon in the upper-right corner of the page header, then select View profile.
If you want to change or remove a photo in another user's profile, search for the user and open that user's profile instead of your own.
- Click the profile icon in the profile, then select Upload a new photo or Remove.
- If you are uploading a new photo, select the photo.
- Refresh the page, if necessary, to see the update.
18 Comments
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?
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.
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!
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!
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}} ?
The behavior of these placeholders are discussed in User Data Placeholders.
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!
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.
Hi Chistine,
We appreciate the information. Thank you!
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?
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!
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.
Users can freely add their alias on your Help Center. However, there's no option to force them to utilize it.
Hi,
I changed the name in the profile, but the clients still see my previous name when chatting online. How to slove it?
To change your display name, tagline, or avatar for chat.
- To do this, click on the product tray icon (
) at the top right, then select Chat
- On your Chat dashboard, select Settings > Personal > Profile tab.
- Modify your display name, tagline, or avatar as needed.
- Click Save Changes.
I hope that helps!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!
@Jackie I think that's a common problem when using SSO. Or at least I recall that being mentioned somewhere in the past
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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