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Users, groups, and organizations
Articles that answer questions about users, groups, and organizations. Users include content about agents and end users, and roles such as light agent or custom roles. Content about ticket permission issues, organization subscription, IDs and others.
How can I find changes to specific users with the audit log?
Edited Dec 27, 2024
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Why doesn't the receiving user see all CC tickets from the merging user?
Edited Nov 11, 2024
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My agents don't see the Customers page
Edited Sep 05, 2024
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Why doesn't the updated_at attribute return my last update to a Sell user profile?
Edited Aug 15, 2024
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How can I see who created users in my account?
Edited Jul 09, 2024
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How do I change my agent's role?
Edited Jun 28, 2024
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I see "Deactivated" when I try to turn on Two-Factor Authentication for my agent
Edited Jun 25, 2024
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My organization tag is overwriting a user tag
Edited Jul 02, 2024
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Why did my agent passwords expire after I set password expiry to "never"?
Edited Apr 30, 2024
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Can agents view tickets for groups they don't belong to?
Edited Apr 09, 2024
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How can I edit or delete an agent email address?
Edited Jan 29, 2024
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Error: Group not updated. This is the default group for one or more agents and cannot be deleted.
Edited Aug 05, 2024
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Edited Jan 29, 2025
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What does the error "This email is already taken. Try another email" mean?
Edited Sep 06, 2023
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Why can't I find my time zone on Zendesk settings?
Edited May 17, 2023
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I am trying to import users or organizations and get an error
Edited Sep 06, 2024
0 votes · 2 comments
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Why are some of my agents restricted?
Edited Oct 21, 2024
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Why can't I add new agents and admins?
Edited Jan 22, 2024
0 votes · 20 comments
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How can I bulk upload users and specify custom roles?
Edited Jan 22, 2024
0 votes · 2 comments
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What is the organization subscription notification within ticket events?
Edited Aug 21, 2024
1 vote · 12 comments
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Can I recover an organization or user if it was accidentally deleted?
Edited Jan 22, 2024
0 votes · 6 comments
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Why does my customer's name appear incomplete in Support?
Edited Sep 25, 2023
2 votes · 1 comment
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Where can I find the field key for user and organization fields?
Edited Jan 22, 2024
2 votes · 0 comments
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Is there a user id that is not the user email address?
Edited Jan 22, 2024
1 vote · 2 comments
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How do I set a user's external ID?
Edited Sep 08, 2023
10 votes · 4 comments
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How does Zendesk set a language for a user in Support?
Edited Nov 17, 2023
9 votes · 14 comments
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How do I change an agent to a light agent?
Edited Jan 22, 2024
5 votes · 12 comments
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What is the difference between ticket access at the organization level and user level?
Edited Mar 23, 2023
7 votes · 27 comments
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Edited Apr 02, 2024
9 votes · 14 comments
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How can I remove agents from groups?
Edited Sep 10, 2024
4 votes · 0 comments
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