End users (also known as customers) are the people who request support. They interact with Zendesk and submit tickets. Regardless of the channel your end users use to request support, each must have an account. An end user's account contains both required and optional information.
- End users can add themselves by submitting a support request.
- Agents can add them by creating a ticket on their behalf or by including the user’s email address in a side conversation.
- Agents can add them manually in Support.
- Admins can add several users at once by bulk importing users or importing users with the Zendesk API.
This article covers how to add individual end users by creating new user accounts in Zendesk Support.
Adding end users
You can add individual end users by manually creating new user accounts in Zendesk Support. Both agents and administrators can perform this action. You might use this if, for example, you're on the telephone with a customer who has never before requested support and doesn't have an account. By creating a user account, you can then follow up with an email.
There are additional user registration settings you can set after you add an end user, such as access to your Help Center, email verification, and support request settings. See Managing end user settings for more information.
- In Support, click the
Customers icon (
) in the sidebar.
- Click Add customer. Alternatively, hover over the
+Add tab in the top toolbar and select
User.
If you have the Customer Lists add-on, navigate to Customer Lists, click “All customers” and then click Add customer.
- Enter the user's Name and Email.
- Click Add.
- When the user's profile opens, enter additional
information for the user.
See Viewing a user’s profile in Zendesk Support for information about default user fields.
38 comments
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?
1
Paolo
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!
Best,
-1
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.
0
Colleen Hall
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.
0
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. agent@company.com send an email to a new client and cc support@company.com, 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.
0
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.
1
Vitalii Petrus
Hello,
Arianne Batiles
I can create users without email from the agent interface in the organization like
https://{$domain}.zendesk.com/agent/users/{$org.ID}/organization/users
I didn't find a feature request to make email field be mandatory in this case on the admin level. Is there any request or is it planned to be implemented?
1
Marin Zec
Hi all, Vitalii Petrus- thank you for posting that question. We are experiencing the same issue also.
Does someone know hot to make that Email field when adding a new user mandatory?
Best, Marin
0