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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 do I bulk delete organizations and users in Zendesk Support?

Question How do I bulk delete organizations and users in my Support account? Answer Organizations At this time, there...

Edited Feb 06, 2025

5 votes  ·  19 comments

5

Votes

19

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How can I upgrade an end user to an agent?

Question How do I change an end user to a staff member? Answer If you have an extra agent seat, an administrator ca...

Edited Jan 17, 2024

3 votes  ·  3 comments

3

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3

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How do I export a list of users?

Question I want to get a list of users we have in Zendesk Support. How can I download my user information to share ou...

Edited Mar 28, 2023

19 votes  ·  14 comments

19

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14

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Date format incorrect on CSV user upload

Issue symptoms When bulk importing users into Zendesk through CSV upload, the dates are formatted incorrectly. Micros...

Edited Nov 03, 2023

3 votes  ·  0 comments

3

Votes

0

Comments


How can I see a list of all the agents on my account?

Question How can I find a list of all users currently using an agent license on my account? Answer Any admin can see ...

Edited Jul 27, 2023

13 votes  ·  12 comments

13

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12

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How can I view a list of my suspended end users without exporting?

Question How can I view a list of my suspended end users without exporting account information? Answer It is possible...

Edited Oct 16, 2024

4 votes  ·  9 comments

4

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9

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How can I add a secondary email address to a user account?

Question How can I add a secondary email address to a user account? Answer A user account can contain multiple email...

Edited Dec 27, 2024

5 votes  ·  11 comments

5

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11

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Can I disable the welcome email notification for new end users?

Question I want to prevent my new customers from receiving welcome email notifications. Can I disable the welcome ema...

Edited Dec 04, 2023

20 votes  ·  39 comments

20

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39

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Why are my customers not mapped to their organization when they contact us?

Question I enabled domain-mapping to an organization, but the users with that email domain were not added to the orga...

Edited Jul 27, 2023

6 votes  ·  11 comments

6

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11

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Can I change my own user role in Zendesk Support?

Question Can I change my own user role in Zendesk Support? Answer No, an admin of your account has to change your use...

Edited Jan 22, 2024

6 votes  ·  5 comments

6

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5

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Can user accounts share an email address?

Question Can multiple end users use the same email address in my Zendesk account? Answer No, each user in the account...

Edited Jan 25, 2024

7 votes  ·  11 comments

7

Votes

11

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How can I prevent agents in one group from seeing another group's tickets?

Question I want to restrict agents so that they can only see tickets within their own groups. Is this possible? Answe...

Edited Jan 16, 2025

6 votes  ·  10 comments

6

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10

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How can I locate an agent ID in Support?

Question How can I locate an agent ID in Zendesk Support? Answer A unique ID is automatically assigned when a user is...

Edited Feb 03, 2025

2 votes  ·  0 comments

2

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0

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How does Zendesk capture the location of the end user?

Question How does Zendesk capture the location of the customer? Can I get the customer's location through the API? An...

Edited Jul 27, 2023

7 votes  ·  17 comments

7

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17

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How to remove external IDs from a user

Overview External ID is an optional user field that cannot be set, updated, or unset in a user's profile in the agent...

Edited Aug 21, 2024

8 votes  ·  6 comments

8

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6

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How can a user be created in Zendesk?

Question I noticed an end user in Zendesk Support that I do not recognize. How can a user be created in Zendesk? Answ...

Edited Oct 17, 2023

2 votes  ·  4 comments

2

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4

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Why does it show "Agent" next to one of my brands?

Question When managing multiple brands in Admin Center, why does "Agent" appear next to one of my brands?" Answer Thi...

Edited Jul 16, 2024

2 votes  ·  0 comments

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0

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Why doesn't the username from the pre-chat form show as the requester on the ticket?

Question What happens in the Zendesk Agent Workspace when an end-user enters their name in the pre-chat form and it d...

Edited Feb 27, 2023

0 votes  ·  0 comments

0

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0

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How can I fix the UTF-8 error when bulk uploading users?

Question When I tried to bulk upload users, I received this error message: For some reason, the data to import was no...

Edited Apr 02, 2024

8 votes  ·  0 comments

8

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0

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Workflow: Hide ticket forms based on a user's organization

Create a customized support experience by presenting only relevant tickets forms to your customers on your help cente...

Edited Sep 27, 2024

24 votes  ·  76 comments

24

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76

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