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.
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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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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 ... -
Date format incorrect on CSV user upload
Issue symptomsWhen bulk importing users into Zendesk through CSV upload, the dates are formatted incorrectly. Microso... -
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... -
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... -
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... -
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... -
What is the difference between ticket access at the organization level and end user level?
Question What is the difference between ticket permissions set at the organization level and the end user level? Answ... -
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... -
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 ... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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...