Adding end users

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  • Cory Truesdell

    I'm really confused about the inability of Agents to create new users unless they can see all tickets. I have two group within my ZD setup, a Customer Support team and a Accounting Support team. I don't need these groups seeing each other's tickets so I have them separated. But as helpdesk folks, when they get a call and want to record the request, they can't create a new end-user if their a first time caller? This is an intentional feature? How are they supposed to work around this?

  • Paolo
    Zendesk Engineering
    Hi Cory,
    It is expected that restricted agents(not allowed to access all tickets) will not be able to create new users as well. This feature is intended. This would be a good feature request though. I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs. Posts with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
    Unfortunately, the only way for agents to create a new user is to allow them to access all tickets. I hope I was able to clear this up!
  • Matthiew Marks

    In the article above it states that "Both agents and administrators can perform this action". However none of our agents have access to add end users. The "Add user" button and the Contacts tab are both missing for our agents.

  • Colleen Hall
    Zendesk Documentation Team

    Hi Matthiew Marks,

    Do your agents have access to All tickets? Agents with restricted ticket access can't create or edit end users. Please see About agent privileges and ticket access to learn more about agent ticket access.

  • Jeremy Mifsud

    I understand that the ability to create users is intentionally restricted, however this seems like a poor design.

    My agents can, from their email e.g. send an email to a new client and cc, and the user will be automatically created.

    Agents can also access and create tickets to users created outside their groups (and in other brands).

    If Zendesk can explain a practical reason why these are limited, I would appreciate it. It feels like a ploy for Zendesk to get more teams to upgrade to Enterprise, which is not feasible for an essential feature that should be included in all plans. 

  • Daniel Seawright

    Many of my agents have requested the ability to add the phone number in at the time the new End User is created. Currently, you have to enter the name then the email address but you do not get the option to enter the phone number. 


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