Resources for managing users

This article includes links to resources related to working with agents and end-users. For an explanation of user types and how they work, see Understanding Zendesk Support user roles.

The resources in this article are organized into the following topics:

• Team members
  • Creating and managing team members
  • Team member roles and organization
  • Team member tasks
  • Advice and troubleshooting
• End users
  • Managing end users
  • Organizing end users
  • End user security and access
  • Advice and troubleshooting

Team members

The resources in the following sections are, generally, performed by administrators only. For information on tasks performed by agents, see Team member tasks.

Creating and managing team members

• About the Team members page
• Adding team members
• Adding agent seats to your subscription
• Removing or replacing a team member
• Best practices for removing team members
• Deleting users

Team member roles and organization

• Understanding Zendesk Support user roles
• About the Roles page
• Creating custom roles and assigning agents
• Understanding and setting light agent permissions
• Creating groups
• Managing groups
• Using groups
• Adding and removing team members from groups
• Changing a team member's role

Team member tasks

• Viewing your user profile in Zendesk Support
• Adding other agents or end-users to a ticket
• Viewing user profiles from Help Center
• Searching users, groups, and organizations

Advice and troubleshooting

• How do I change an agent to a light agent?
• Are agent and admin roles priced differently?
• How to bulk upload users and specify custom roles
• Does Zendesk charge for all users in the account?
• Agent suddenly downgraded to end user
• How do I upgrade an end user to agent?

End users

Managing end users

• About the Customers (end users) page
• Adding end users
• Managing end users
• Managing end user settings
• Merging a user's duplicate account
• Deleting users
• Adding custom fields to users
• Bulk importing users

Organizing end users

• About the Organizations page
• Creating organizations
• Managing organizations
• Managing users in multiple organizations
• Enabling multiple organizations for users

End user security and access

• Configuring end user access and sign-in
• Enabling anyone to submit tickets
• Permitting only users with approved email addresses to submit tickets
• Restricting access to Zendesk Support using IP restrictions
• Verifying an end user's email address
• Resetting user passwords

Advice and troubleshooting

• How does Zendesk capture the location of the end user?
• Can I automatically CC all users in an organization?
• Agent suddenly downgraded to end user
• How can I bulk update users
• How can I export a list of users?
• Can end-users share an email address?
• How can I view a list of my suspended end users without exporting?
• How do I upgrade an end user to agent?