How can a user be created in Zendesk?

Question

I noticed an end user in Zendesk Support that I don't recognize. How is a user created in Zendesk?

Answer

Several methods create a user record in Support. See each method in the table below:

Method | Details
Email to a support address* | Support creates a user record when it receives an email at a support address where the user has no existing record.
Chat | When a new customer starts a chat or fills the offline message form, Chat creates a user record. It uses the email address the user provides or creates a generic Visitor record.
Incoming call | Talk creates a caller user record when a new number places a call.
Facebook or X Corp | If you set up a social media integration, a message or tweet creates a user record if no matching user exists. See Facebook.
Manual registration in the help center* | A user record is created when a visitor in your help center signs up or submits a request.
Manual addition by an agent in Zendesk Support | An agent with the proper role can create a user in the agent interface. A granular permission lets agents create, edit, and assume end users without delete rights.
User import | You can bulk import users with a CSV file.
CC on an email | A reply or a new ticket that CCs another address creates a user for that email identity if no matching user exists. This requires the Anybody can submit tickets setting.
API request | Create a user with a request to the Users API endpoint or with a ticket creation API call that includes a new user.
SSO user provisioning | The SSO solution may create a user record the first time a user visits or tries to sign in to your help center.
Salesforce integration | If you sync user data between Zendesk and Salesforce, Salesforce creates user records when a sync runs.
Ticket sharing | When an agent at a sharing partner site shares a ticket with your Support account for the first time, the system creates a dummy user record for any user who comments on that ticket.

*Note: A user record created from a customer email or help center request is possible only if you allow anybody to submit tickets in your account.

For more information about creating end users, see Adding and managing end users.