Do my agents need their own login?

Question

Do all of my agents need their own login accounts?

Answer

Yes, agents need their individual logins to ensure your Zendesk account works properly.

Multiple agents cannot sign-in to one account at the same time as Zendesk is designed to allow only one agent to work with one account. Moreover, the use of one purchased agent sign-in by more than one individual violates the Zendesk Customer Agreement. For this reason, each agent needs separate credentials to work simultaneously.

Additionally, a shared email address may cause multiple issues which includes missed notifications on official communications, such as invoices, end-of-life (EOL) announcements, and credit card failures. When changes are made to your account and data, a shared login makes it difficult to identify which agent made the change.