Practical Zendesk Administration

Chapter 4. User Management

Any person who interacts with your Zendesk instance, in one way or another, will have a user profile. The extent to which your customers use their user profile will differ greatly. Some customers like to log in to the Zendesk web portal and customize their profile when they’re getting support from your company. Others prefer to log in, but don’t care to update their name or upload a photo. Other customers may never log in to your web portal, and prefer to interact using one of the external channels, such as Email, Twitter, Facebook or Voice.

Regardless of the level of interaction, every person who interacts will have a user profile, and that user profile will be classified as either an end-user, an agent or an administrator. Each of these levels are described in this chapter.

All user management is done from the People administration page in Zendesk, with just a few links at the top of the page (shown in Figure 4-1). The section at the top of the page can also be used to search for users and to filter the results shown on the People administration page.

Figure 4-1. User management functions on People administration page

Administrators

Every new Zendesk instance is created with one administrator user account. The details of that account (name and email address) must be entered by the person who originally set up the Zendesk instance. The first administrator is ...