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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?

Question How can I find changes to specific users with the audit log? Answer On Enterprise plans, you can see changes...

Edited Dec 27, 2024

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Why doesn't the receiving user see all CC tickets from the merging user?

Question When I merge users, the receiving user doesn't see all CC tickets from the merging user. Why does this happe...

Edited Nov 11, 2024

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My agents don't see the Customers page

Issue symptoms Agents cannot create end users and do not have access to the Customers page. Resolution steps To allo...

Edited Sep 05, 2024

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Why doesn't the updated_at attribute return my last update to a Sell user profile?

Question When retrieving user data from the Sell API, the updated_at value doesn't match my last update on that user ...

Edited Aug 15, 2024

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How can I see who created users in my account?

Question Where can I see who created a user in Zendesk? Answer On Enterprise plans, you can see that action in your a...

Edited Jul 09, 2024

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How do I change my agent's role?

Question How do I change my agent's role and permissions? Answer Account admins can change the role and access to pro...

Edited Jun 28, 2024

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I see "Deactivated" when I try to turn on Two-Factor Authentication for my agent

Issue symptoms In my agent profile, Two-Factor Authentication is shown as Deactivated. How can I activate it? Resolu...

Edited Jun 25, 2024

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My organization tag is overwriting a user tag

Issue symptoms Why is the organization tag overwriting a user tag, when the tags belong to a custom ticket field, und...

Edited Jul 02, 2024

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Why did my agent passwords expire after I set password expiry to "never"?

Question My admin changed the the account password expiry to Never. However, agents keep receiving password expiry no...

Edited Apr 30, 2024

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Can agents view tickets for groups they don't belong to?

Question How can I allow an agent to view open tickets for groups they don't belong to? Answer Depending on your pla...

Edited Apr 09, 2024

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How can I edit or delete an agent email address?

Question Where can I manage my team members' email addresses? Answer Access the Team members page as an administrator...

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.

Issue symptoms When I delete a group, I see this error: Group not updated. This is the default group for one or more...

Edited Aug 05, 2024

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How can I locate my admin?

Question I need to find my Zendesk account admin. How can I proceed? Answer When logged in as an administrator: In A...

Edited Jan 29, 2025

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What does the error "This email is already taken. Try another email" mean?

Issue symptoms When I bulk update users with a CSV file, I receive an email with the link to download an Excel file. ...

Edited Sep 06, 2023

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Why can't I find my time zone on Zendesk settings?

Question Where can I find my own time zone on the Localization page and the user's profile in Zendesk Support? Answer...

Edited May 17, 2023

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I am trying to import users or organizations and get an error

Issue symptoms I get an error when I try to import users or organizations into my Zendesk account. Resolution steps T...

Edited Sep 06, 2024

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Why are some of my agents restricted?

Question One of my agents has a restricted label next to their name. What does this mean and how can I remove it? Ans...

Edited Oct 21, 2024

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Why can't I add new agents and admins?

Question Why can't I add new agents and admins? Answer As an account administrator, you have the ability and permissi...

Edited Jan 22, 2024

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How can I bulk upload users and specify custom roles?

Question How can I bulk upload users and specify custom roles through a CSV file? Answer When creating a CSV (comma s...

Edited Jan 22, 2024

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What is the organization subscription notification within ticket events?

Question What is the organization subscription notification within the ticket events? How can I disable the notificat...

Edited Aug 21, 2024

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Can I recover an organization or user if it was accidentally deleted?

Question Is it possible to recover an organization or user if it was accidentally deleted? Answer No, it's not possib...

Edited Jan 22, 2024

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Why does my customer's name appear incomplete in Support?

Question Why does the name of an end user appear without their full name after their creation in Zendesk Support? An...

Edited Sep 25, 2023

2 votes  ·  1 comment

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Where can I find the field key for user and organization fields?

Question I have both custom user and organization fields. Where can I find the field key for these custom fields? Ans...

Edited Jan 22, 2024

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Is there a user id that is not the user email address?

Question Is there a user id that is not the user's email address? Answer In Zendesk users are provided with two type...

Edited Jan 22, 2024

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How do I set a user's external ID?

Question Where can I see the external ID after it's been set? Answer To set the external ID The external ID for a use...

Edited Sep 08, 2023

10 votes  ·  4 comments

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How does Zendesk set a language for a user in Support?

Question How does Zendesk detect a language for a user in Support? Answer Zendesk detects the end-user's language in ...

Edited Nov 17, 2023

9 votes  ·  14 comments

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How do I change an agent to a light agent?

Question How do I change a regular agent to a light agent? Answer Reassign any tickets currently assigned to the use...

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?

Question What is the difference between ticket permissions set at the organization level and the user level? Answer ...

Edited Mar 23, 2023

7 votes  ·  27 comments

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How can I bulk update users?

Question Can I bulk update my users? Answer Yes, there are three ways to bulk update users within Zendesk: Import us...

Edited Apr 02, 2024

9 votes  ·  14 comments

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How can I remove agents from groups?

Question How can I remove agents from groups? Answer Remove agents from a group on the Groups page in Admin Center. A...

Edited Sep 10, 2024

4 votes  ·  0 comments

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