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
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.
Is there a way to edit an end-users access so that they can still access the help center, but not the web widget (basically only able to see help center articles but unable to submit any support tickets)?
The Web Widget has a couple of levels of access. To make it Help only, toggle off "Contact form" . Does that give you what you are looking for?
Thanks, Amy. I actually need it set for the following scenario - I have folks that have access to a set of course materials for 8 weeks. During those 8 weeks they can submit tickets for help. After those 8 weeks they can still have access to the help center, but no longer submit tickets for help. Is that possible to setup?
Yes, I think so. I have done something similar. In my configuration the Help Center requires you to login to view any content. I can then hide the Submit a Request link by default, and then show it only to users who have a specific tag (super-end-user) and therefore user segment. I borrowed some of this solution from other posts and kind of cobbled it together.
Here is the specification for my configuration. Perhaps you can adapt it. I do not have any time box on access.
Implementation for this solution requires configuration and code changes in both Zendesk Support and Zendesk Guide.
Zendesk Support Settings
Settings > Settings > Customers
Note that hiding access is managed in Guide. See below.
Settings > Manager > People > End Users
Organization and User Tagging
Managing the visibility of the help center is based on multiple criteria, one of which is tagging. To control visibility, the following tags must be applied/removed as applicable:
ZenDesk Guide Settings
Guide is configured to require a sign in.
Once registered, the user can log in to the Help Center. Through the Support configuration, the Submit a request link is visible to all signed in users. The Guide code is then customized to hide this link. It then checks the signed in user for tags. If the tag super.end.user is found, the link is then shown; else, the link remains hidden.
Custom code as below was added to the CSS for a custom class to show/hide based on condition; header.hbs to add the show/hide class to the link, and finally script.JS to perform the checks.
Code changes below.
Settings > Guide Settings > Security
Themes > Customize > Edit code
Individual article permissions can be managed using standard built-in Zendesk functionality for user segments. Permissions can be set based on tags, email domains, and individual users.
@Mandy: You might want to use user segments to determine who can see the courses
Course Visibility: Organization tag course.
Thanks! I've tried the allow and block list option too but it is not working as I had hoped. I may hop over there and ask a few questions as well. Thanks again!
Is there a way to add an end user into the system with only a phone number and name, the same way a phone API bot would?
Yes, when adding a new user manually, you can leave the email address blank, and then click "+ add contact" to add the phone number once you're taken automatically to the new user's profile. (Obviously a user with no email address will not receive any email notifications from their tickets, though.)
Article is not up to date (new admin section).
How can I enable agents to create end users?
All your agents can create end-users by doing the provided instructions above except those with restricted ticket access. Are any of your agents having a problem creating an end-user?
is there an automatic way to add users as soon as they have been registered in our product?
Is it possible to make specific end user fields (including custom ones) conditional/mandatory before being able to add the user?
Link at the bottom of article
See Viewing a user’s profile in Zendesk Support for information about default user fields.
There are several ways on How can a user be created in Zendesk? Unfortunately, it is not yet possible to make custom fields mandatory. However, you can automatically fill out custom fields via API
Hello - My Agents can no longer add End-Users - per the above - there is a note that Agents with restricted ticket access can't create or edit end users. - when did this change as they were able to do so previously and they did not have access to All Tickets
Note: Agents with restricted ticket access (that is, access set to anything other than All tickets) can't create or edit end users using the steps in this article.
Lori Anne Graziano I have the exact same issue and I am searching for an answer as well.
Perhaps someone from Zendesk can confirm how to allow agents to create tickets but not be able to see all tickets. We have several departments that use Zendesk and it is not appropriate for all Zendesk users to be able to search all Zendesk tickets
Correction - create tickets to new end users without being able to search all tickets
Unfortunately, it is not possible to restrict access to tickets and allow end-users to create or edit end users. As the article suggests, in order to achieve this, the agents will need to have access to All tickets.
Thanks for your comprehension!
I am picking up on what Lori and Deandrea have raised
"Agents with restricted ticket access (that is, access set to anything other than All tickets) can't create or edit end users."
This is not ideal for us. We use Zendesk for HR Request Management, our HR staff in one region should not see HR tickets for another, this could affect how we manage personal data.
For us the functionality of a Agent creating a new End User is not related to their Ticket Access. A agent should be able to manually create users and manage tickets for the users in their groups.
Gabriel, can you explain why end-user Creation/Edit is not possible for Agents with restricted ticket access, and was this always the case?
Hi Lori Anne Graziano, Colina Insurance Limited, and Mark H –
The Support Enterprise and Suite Enterprise and above subscription levels allow the creation of custom agent roles, which would allow you to allow agents restricted to tickets assigned to their groups to create end-users. See Creating custom roles and assigning agents
Hello - I have not made any changes for years on access levels for our agents and now they are having issues adding end users. What has Zendesk changed?
Did you recently upgrade your Zendesk plan or downgrade by chance? It's possible that you got access to custom roles due to plan changes or maybe those permissions were removed if you downgraded. I'd recommend taking a look at your custom roles and making sure the permissions are set up correctly as mentioned here: https://support.zendesk.com/hc/en-us/articles/4408832292506-Managing-custom-roles
Happy to look into this further with you if you're still not able to get this working properly.
Keep us posted!
no, we have not upgraded or downgraded our plan nor make permission changes. I did have to give the agents access to all tickets as a workaround so they can perform their job and add new users as needed but this is not ideal. thanks
It looks like you have a ticket open with our Customer Care team regarding this issue. They will be able to work with you further to get your questions answered :)
Thanks for bringing this to our attention!
We have the same issue as Lori Anne Graziano. And there is no help to get in the Customer care team.
What plan do we need for agents to create end users but not see all tickets?
And why have you changed it? It makes no sense that agents must have access to all tickets, to be able to add a new email address.
It appears that based on the responses above that they have removed the functionality from the lower level plans. In my mind agents having the ability to create proactive tickets would be needed functionality in ALL plans but I guess their current viewpoint is different. Hopefully they review this in the future and restore the functionality.
Hey Jon Corbitsø,
I'd like to investigate this issue further, I've created a ticket on your behalf so we can troubleshoot this together. Kindly check your email for more information. Speak soon! Thanks!
Does anyone know if there is any way for an end user to be able to see multiple tickets - ie ones that their team has logged. Not all the tickets of the organisation
In the customer portal, only your own, you're CC'd on and your organization's support requests can be tracked at the moment.
For reference, please see this article: Submitting and tracking requests in the help center Customer Portal
I hope this answers your question.
Is it possible to create an end user with no e-mail address or phone number? The use case being that they are a help centre user only, raising, reviewing and updating tickets through the portal?
Hi Tim Barrett,
Unfortunately, no. The only time an end-user can have a profile without an email address is when a support request is submitted via Facebook/Twitter or chat (creating a generic Visitor record). However, if a user is submitting a request via the help center web form, an email address is required.
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