Adding end users

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p">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.</p>
<div class="p">There are several ways to add end users:<ul class="ul" id="topic-1__ul_ovl_kdg_vsb">
<li class="li">End users can add themselves by submitting a support request. </li>
<li class="li">Agents can add them by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618" target="_blank">creating a ticket on
their behalf</a> or by including the user’s email
address in a side conversation.</li>
<li class="li">Agents can add them manually in Support.</li>
<li class="li">Admins can add several users at once by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218-Bulk-importing-users-" target="_blank">bulk importing
users</a> or <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/users" target="_blank">importing users with
the Zendesk API</a>.</li>
</ul>
</div>
<p class="p">This article covers how to <a class="xref" href="#topic_tkx_mdu_kf">add
individual end users</a> by creating new user accounts in Zendesk
Support.</p>
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<div class="note">
<span class="notetitle">Note:</span> Agents must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930#topic_3zw_yl2_yg" target="_blank">access to all tickets</a>
to create or edit end users. On Enterprise plans, this permission is
set by an agent’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role</a>. </div>
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<div class="p">This article includes the following topics:<ul class="ul" id="topic-1__ul_jbk_t3w_52c">
<li class="li"><a class="xref" href="#topic_tkx_mdu_kf">Adding end users</a></li>
<li class="li"><a class="xref" href="#topic_a33_vhw_52c">Understanding the security concerns of using non-existing email addresses</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_tyr_vyx_tdb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883052442-Managing-end-user-settings" target="_blank">Managing end user
settings</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821737498" target="_blank">Deleting end
users</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tkx_mdu_kf">
<h2 class="title topictitle2" id="ariaid-title2">Adding end users</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To add an end user</strong><ol class="ol" id="topic_tkx_mdu_kf__ol_mnx_mdu_kf">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Customers</strong>
(<img class="image" id="topic_tkx_mdu_kf__d8e48" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">) in the sidebar.</span><p class="p">Alternatively, hover over the <strong class="ph b">+Add</strong> tab
in the top toolbar, then select <strong class="ph b">User</strong>. If
you do so, skip to step 3.</p>
</li>
<li class="li">Click <strong class="ph b">Add customer</strong>. <p class="p"><img class="image img-screenshot" id="topic_tkx_mdu_kf__image_mgw_n3b_k5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_buttons_support_2.png" width="600"></p>
<p class="p">If you have the Customer Lists add-on,
navigate to Customer Lists, click <strong class="ph b">All
customers</strong> and then click <strong class="ph b">Add
customer</strong>.</p>
</li>
<li class="li">Enter the user's <strong class="ph b">Name</strong> and <strong class="ph b">Email</strong>.<p class="p">For
security reasons, avoid using <a class="xref" href="#topic_a33_vhw_52c">non-existing email addresses</a>.</p>
</li>
<li class="li">If you have multiple brands, select the user's brand
from the Brands menu. <p class="p">After you add the user,
Zendesk sends a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824350746" target="_blank">welcome
email</a> from the selected brand.</p>
</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
<li class="li">When the user's profile opens, enter additional
information for the user. <p class="p">See <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> for information about
default user
fields.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_a33_vhw_52c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the security concerns of using non-existing email addresses</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">If your workflow requires a non-existing email address, use
<strong class="ph b">@example.com</strong>, because this domain is universally
undeliverable and will not cause issues.</p>
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