Viewing and editing your user profile in Zendesk Support

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<p id="docs-ai-summary-content">Access your user profile to view and update personal details, ticket activity, and security settings. You can edit your profile picture, name, and contact information, and manage preferences like email notifications. Customize fields such as tags and organization memberships. Review Help Center contributions and manage security options, including password changes and two-factor authentication, to maintain an up-to-date and secure profile.</p>
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<p class="p">In Zendesk Support, you can access your profile to view and update your information and
settings. This article describes how to view and edit your own profile in Zendesk Support. </p>
<div class="p">This article covers the following topics:<ul class="ul" id="topic-1__ul_dly_1xt_nv">
<li class="li"><a class="xref" href="#topic_jmd_3ww_41b">Viewing your Zendesk Support profile</a></li>
<li class="li"><a class="xref" href="#topic_pvf_1yt_p1b">About your user profile details</a></li>
</ul>
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<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="topic-1__ul_bqs_xwt_bwb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing an end user's profile in Zendesk Support</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835078810-Viewing-user-profiles-from-Help-Center" target="_blank">Viewing user profiles from Help Center</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jmd_3ww_41b">
<h2 class="title topictitle2" id="ariaid-title2">Viewing your Zendesk Support profile</h2>
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<p class="p">In Zendesk Support, you can view your own essential information, such as name, profile
picture, email, group, and more. In addition to this supplied information, you can also view
your ticket and Help Center activity, security settings, and account preferences in the main
window of your profile. </p>
<div class="p">
<strong class="ph b">To access your profile information</strong><ol class="ol" id="topic_jmd_3ww_41b__ol_zz1_1vt_p1b">
<li class="li">Click your profile icon in the upper-right corner of the page header, then select
<strong class="ph b">View profile</strong>. <p class="p"><img class="image img-screenshot" id="topic_jmd_3ww_41b__image_ic1_2vt_p1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profile_icon_view_profile_page.png"></p>
<p class="p">If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> activated on your account, you will see
<strong class="ph b">View profile</strong> just below your agent status.</p>
<p class="p"><img class="image img-screenshot" id="topic_jmd_3ww_41b__image_ls1_5d1_jbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profile_icon_view_profile_page_ocr.png" width="300"></p>
</li>
<li class="li">Edit your profile picture or name (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883199258" target="_blank">Updating your name and profile picture</a>). </li>
<li class="li">Click through the different tabs on the main window to view the following
information:<ul class="ul" id="topic_jmd_3ww_41b__ul_kdf_3vt_p1b">
<li class="li">
<strong class="ph b">Tickets</strong>: View your assigned, requested, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">followed, or CC'd</a> tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829574810" target="_blank">Viewing tickets in a Support profile</a> for more
information.</li>
<li class="li">
<strong class="ph b">Help Center</strong>: View your number of articles, community posts (if available),
comments, votes, and subscriptions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832823962" target="_blank">Viewing your Help Center activity for articles, posts, and
comments in your Support profile</a>.</li>
<li class="li">
<strong class="ph b">Related: </strong>View tickets, organizations, and other users with which you have a
relationship. For example, the organizations you support or the manager for your
account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4591924111770" target="_blank">Using lookup relationship fields</a> . </li>
<li class="li">
<strong class="ph b">Security Settings</strong>: Change or reset your password (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888811034" target="_blank">Changing your password</a>), view all devices and third-party
applications that accessed your Zendesk account (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834578074-Checking-devices-and-applications-that-accessed-your-account" target="_blank">Checking devices and applications that accessed
your account</a>), and activate two-factor authentication (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829277466-Using-2-factor-authentication#topic_qdm_yhk_gs" target="_blank">Enabling two-factor authentication</a>).</li>
<li class="li">
<strong class="ph b">Preferences</strong>: Enable <strong class="ph b">Incident email notifications</strong> to receive updates
when any Zendesk service is experiencing an outage. </li>
</ul>
</li>
<li class="li">View your user details on the left side of your profile. You can edit some of these user
fields. Some changes will generate an email notification, such as adding an email
address. For detailed descriptions on each user field, see <a class="xref" href="#topic_pvf_1yt_p1b">About your user profile details</a>. </li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_pvf_1yt_p1b">
<h2 class="title topictitle2" id="ariaid-title3">About your user profile details</h2>
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<p class="p">On the left sidebar of your profile you can view your profile information, such as your
role and group. Agents can only edit some of the information on their own profile. If you
created custom user fields, they're also included (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866-Adding-custom-fields-to-users" target="_blank">Adding custom fields to users</a>). </p>
<p class="p">Below are the default user fields shown:</p>
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<th class="entry nocellnorowborder" id="d87e204" style="vertical-align:top;">Profile data</th>
<th class="entry cell-norowborder" id="d87e207" style="vertical-align:top;">Description</th>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Name</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Your real name. If you don't define an alias (see below), the name is used on
all communications with end users.<p class="p">To change your name, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883199258" target="_blank">Updating your name in your user profile</a>.
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Role</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Defines a user's function and access level. There are three user types: End
user, Agent, Administrator. Only administrators can change a user's role. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883763866" target="_blank">Understanding Zendesk user roles</a>. </td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Groups</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">A collection of agents created by an administrator. Agents must be assigned
to at least one group by an administrator, but they can be assigned to more than
one. Administrators can add and edit groups, agents cannot. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a>.</td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Alias</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Alternative name to use on all communications with end users instead of your
real name. Leave this field blank if you want to use your real name on your
communications. <p class="p">This option is available for Suite Growth and above and Support
Professional and above accounts only. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893352986" target="_blank">Adding an agent alias</a>. </p>
</td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Signature</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Closing line added to your email notifications when you make public ticket
comments. </td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Primary email</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Email addresses associated with your profile. The first email address is your
primary email address and the only address that receives email and
security-related notifications. You can add more email addresses to your profile
by clicking <strong class="ph b">Add contact</strong>. <p class="p">To change your primary email address, you must
first add and verify the new email address you want to make primary, then click
the arrow next to the new email address and select <strong class="ph b">Make primary contact</strong>
from the drop-down list.</p>
</td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Phone</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Phone numbers associated with the profile. You can't edit a phone number but
you can add a revised number, then delete the old number. If you have only one
phone number, you can't remove it until you add a second number.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Agent forwarding</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Office phone or mobile phone you'd like to forward voice calls to instead of
answering calls via the browser. You can test the number you enter to make sure
calls forward properly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">Enabling the voice channel and configuring general
settings</a>.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Contacts</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Other contact information including your Facebook page, X (formerly Twitter) handle, and
Google account. You can also add secondary email addresses. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Tags</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Any tags you want automatically added to new tickets you create. Separate
tags with a space. Tags are added to new tickets only, not updated tickets. This
is an optional feature and you may not have enabled user tagging. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and organizations</a>.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Organization</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">A collection of users (both end users and agents) created by an
administrator. Agents can be a member of only one organization. If your uses
organizations, both administrators and agents can add or edit their organization.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842" target="_blank">About organizations and groups</a> .</td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">User segment</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">A collection of end users or agents, defined by a specific set of attributes,
and used to determine access to Help Center content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831908634" target="_blank">Managing user segments</a>.
</td>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Language</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Language you'd like to view Zendesk Support in. This setting only affects
you.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Time zone</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Local time zone; used to time stamp tickets. This setting only affects you.
<p class="p">This option is available for Suite Growth and above and Support Professional
and above accounts only. </p>
</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e204" style="vertical-align:top;">Details</td>
<td class="entry cell-norowborder" headers="d87e207" style="vertical-align:top;">Additional details you'd like to add to your profile. Address, for example.
Details are visible to other agents but not end users.</td>
</tr>
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<td class="entry row-nocellborder" headers="d87e204" style="vertical-align:top;">Notes</td>
<td class="entry cellrowborder" headers="d87e207" style="vertical-align:top;">Additional notes you'd like to add to your profile. This information is
visible to other agents but not end users.</td>
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<p class="p">The lower-side specifies when the profile was created and last updated. It also specifies
when the user last signed into Zendesk. </p>
<p class="p">Making an <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/introduction#security-and-authentication" target="_blank">API request</a> with the user's email address updates
both the <strong class="ph b">Updated</strong> and <strong class="ph b">Last sign-in</strong> times. The request counts as the user
signing into Zendesk; the sign-in time update counts as a change to the user. Internal
software changes may also impact the update and sign-in times.
</p>
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