Viewing an end user's profile in Zendesk Support

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<p id="docs-ai-summary-content">Accessing an end user's profile lets you view and edit their details, manage tickets, and perform actions like merging or deleting users. You can also create new tickets and view user activities such as comments and subscriptions. The profile includes default fields like role, access, email, and organization, which help in managing user interactions and support tasks effectively.</p>
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<div class="body">
<p class="p">You can view an end user's profile in either Zendesk Support or in the help center. This
article describes how to view an end user's profile in Support and the default fields
contained in their profile.</p>
<div class="p">The following topics are covered in this article:<ul class="ul" id="topic-1__ul_mf5_pxt_bwb">
<li class="li"><a class="xref" href="#topic_g1d_wxt_bwb">Viewing an end user's profile</a></li>
<li class="li"><a class="xref" href="#awg_fk2_4qb">Default user fields</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="topic-1__ul_x2y_cxt_bwb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835022490" target="_blank">Viewing your Zendesk Support user profile</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_g1d_wxt_bwb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing an end user's profile</h2>
<div class="body">
<p class="p">When you open an end user's profile in Support, you can view their profile and activity
information, edit certain fields, and open a ticket on their behalf. You can also perform
other actions, such as merging or deleting the user.</p>
<div class="p">
<strong class="ph b">To view an end user's profile</strong>
<ol class="ol" id="topic_g1d_wxt_bwb__ol_dnc_5xn_x1b">
<li class="li">Open an end user's profile using one of the following methods in Support:<ul class="ul" id="topic_g1d_wxt_bwb__ul_pbx_dpz_y1b">
<li class="li">Click the <strong class="ph b">Search</strong> icon (<img class="image" height="11" id="topic_g1d_wxt_bwb__image_jyg_2pz_y1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" width="11">) in the sidebar and then search for the end
user you want to view. </li>
<li class="li">Click the tab for the ticket requester's profile in a ticket.</li>
<li class="li">Click the end user's name on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946" target="_blank">Customers page</a>.</li>
</ul>
<p class="p"></p>
<p class="p"><img class="image img-screenshot" id="topic_g1d_wxt_bwb__image_m2f_1yn_x1b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/edit_user_profile_rel.png" width="600"></p>
<p class="p"></p>
</li>
<li class="li"> Click through the different tabs on the main window to view the following
information:<ul class="ul" id="topic_g1d_wxt_bwb__ul_kdf_3vt_p1b">
<li class="li">
<strong class="ph b">Tickets</strong>: View a user's <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829574810" target="_blank">requested or CC'd tickets</a>. The tickets list returns only
the first 1,000 results even if there are more results.
</li>
<li class="li">
<strong class="ph b">Help Center</strong>: View a user's comments, posts, votes, and subscriptions. </li>
<li class="li">
<strong class="ph b">Related</strong>: View a user’s lookup relationships with tickets, organizations,
and other users. 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>: Reset a user's password. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831970202" target="_blank">Resetting users passwords</a>.
</li>
</ul>
</li>
<li class="li"> Click the <strong class="ph b">+ New Ticket</strong> button next to the end user's name at the top right of
the profile to create a new ticket on their behalf or the down arrow to perform actions
such as merging, suspending, deleting, or assuming the identity of the user.
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> When you create a new ticket, it might take a few minutes before it appears on the
user's Requested tickets page.</div>
</div>
</li>
<li class="li">View and edit user details on the left side of the profile.<p class="p">Below are the default
user fields. If you created custom fields, they're included in the user details panel
(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>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="awg_fk2_4qb">
<h2 class="title topictitle2" id="ariaid-title3">Default user fields</h2>
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<th class="entry nocellnorowborder" id="d87e183" style="vertical-align:top;">User data</th>
<th class="entry cell-norowborder" id="d87e186" style="vertical-align:top;">Description</th>
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</thead>
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<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Role</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">Defines the user's function and access level. There are three user types: End
user, Agent, and Administrator. By default, all new users are set to end users.
Agents can only add end users. Only administrators can change a user's role.
</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Access</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> There are organization access settings in the user profile
and in the organization itself. If the settings are in conflict, the more
permissive setting overrides the less permissive setting. </div>
</div>
Enable the end user to do one of the following:<ul class="ul" id="awg_fk2_4qb__ul_zrr_mzn_x1b">
<li class="li">
<strong class="ph b">View and edit own tickets only</strong>, meaning users can only see and comment
on tickets where they are the requester.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you chose this setting, but the org setting gives users in the org
access to all tickets, this user setting <em class="ph i">will be overridden</em> by the
org setting.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Can view tickets from user's org</strong>, meaning user can see (but not comment
on) all tickets in their organization.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you chose this setting, and the org setting restricts access for
users in the org to their own tickets only, this user setting <em class="ph i">will
override</em> the org setting.</div>
</div>
</li>
</ul>
</td>
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<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Email</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">This is the email address you added for the end user. The email address must be
unique to the end user. You cannot use a duplicate email address.</td>
</tr>
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<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Contacts</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">You can also add additional contact information for users using the <strong class="ph b">Add
contacts</strong> link. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822763546-Managing-end-users#topic_zb2_22c_ppb" target="_blank">Adding user contact
information</a>. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Tags</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">List of tags you want automatically added to new tickets created by the end
user. Separate tags with a space. Tags are added to new tickets only, not updated
tickets. This is an optional feature and you might 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>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Organization</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">If you use organizations, and you want to add this end user to one, click
<strong class="ph b">Add organization</strong>, then enter the name of the organization. Click <strong class="ph b">Add
organization</strong> again if you'd like to add this user to multiple organizations
(see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838140314" target="_blank">Enabling multiple organizations
for users</a>).<p class="p">On the Team plan, users can belong to only one
organization. On Professional and Enterprise, users can belong to multiple
organizations, up to 300. A user does not have to belong to any organization,
however.</p>
<p class="p">If your administrator has set up user mapping, which automatically
adds new users to an organization based on their email domain, you can leave this
blank.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Language</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">Language the user will view your instance of Zendesk Support in. This setting
affects this user only. The language can be set to any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888770714" target="_blank">supported language</a> on your account.
<p class="p">The end-user's help center will appear in the
selected language and some system messages and email notifications may also be in
the selected language. <em class="ph i">Not available on Team plans</em></p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Time zone</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">The end-user's local time zone; used to time stamp tickets submitted by this
user. This setting affects this user only. <em class="ph i">Not available on Team
plans</em>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d87e183" style="vertical-align:top;">Details</td>
<td class="entry cell-norowborder" headers="d87e186" style="vertical-align:top;">Additional details about the end user. Address, for example. Details are
visible to agents only, not end users.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d87e183" style="vertical-align:top;">Notes</td>
<td class="entry cellrowborder" headers="d87e186" style="vertical-align:top;">Any notes about the end user. Notes are visible to agents only, not end
users.</td>
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