Adding end users


End users, also known as customers, are the people who request support by interacting with Zendesk and submitting tickets. Regardless of the channel your end users use to request support, each must have an account. An end user's account contains both required and optional information.


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Summary: ◀▼
You can add end users by creating new accounts manually, allowing you to follow up with customers who haven't requested support before. Users can also add themselves or be added via tickets, bulk import, or API. Avoid using non-existing email addresses for security reasons. After adding users, you can manage their access, email verification, and support settings to tailor their experience.




End users, also known as customers, are the people who request support by
interacting with Zendesk and submitting tickets. Regardless of the channel
your end users use to request support, each must have an account. An end
user's account contains both required and optional information.
There are several ways to add end users:
End users can add themselves by submitting a support request.
Agents can add them by creating a ticket on
their behalf or by including the user’s email
address in a side conversation.
Agents can add them manually in Support.
Admins can add several users at once by bulk importing
users or importing users with
the Zendesk API.


This article covers how to add
individual end users by creating new user accounts in Zendesk
Support.


Note: Agents must have access to all tickets
to create or edit end users. On Enterprise plans, this permission is
set by an agent’s custom role.

This article includes the following topics:
Adding end users
Understanding the security concerns of using non-existing email addresses


Related articles:
Managing end user
settings
Deleting end
users




Adding end users

You can add individual end users by manually creating new user accounts
in Zendesk Support. Both agents and administrators can perform this
action. You might use this if, for example, you're on the telephone
with a customer who has never before requested support and doesn't
have an account. By creating a user account, you can then follow up
with an email.
There are additional user registration settings you can set after you add
an end user, such as access to your Help Center, email verification,
and support request settings.

To add an end user

In Support, click Customers
( ) in the sidebar. Alternatively, hover over the +Add tab
in the top toolbar, then select User. If
you do so, skip to step 3.

Click Add customer.
If you have the Customer Lists add-on,
navigate to Customer Lists, click All
customers and then click Add
customer.

Enter the user's Name and Email. For
security reasons, avoid using non-existing email addresses.

If you have multiple brands, select the user's brand
from the Brands menu. After you add the user,
Zendesk sends a welcome
email from the selected brand.

Click Add.
When the user's profile opens, enter additional
information for the user. See Viewing an end user’s profile in Zendesk
Support for information about
default user
fields.






Understanding the security concerns of using non-existing email addresses

Avoid adding end users to your Zendesk account with non-functional or
non-existing email addresses. This poses potential security risks.
If a non-existing domain is subsequently registered, an unauthorized
individual could start receiving emails sent to that address, which
may contain private or personal data.
If your workflow requires a non-existing email address, use
@example.com, because this domain is universally
undeliverable and will not cause issues.


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