Managing end users

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<p class="p">An end user's profile contains a range of data that can be updated and edited as
needed. This article describes how to <a class="xref" href="#topic_ifn_tvn_x1b">edit</a> and <a class="xref" href="#topic_zb2_22c_ppb">add information</a> in a user's profile in Zendesk
Support.</p>
<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/4408893585178" target="_blank">Adding end
users</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>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ifn_tvn_x1b">
<h2 class="title topictitle2" id="ariaid-title2">Editing users</h2>
<div class="body">
<div class="p">You can edit a user's profile by updating their profile details, adding
or editing contact information, and so on. You can also suspend,
delete, or assume the identity of the user. <div class="note 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 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>
</div>
<div class="p">
<strong class="ph b">To edit a user's profile</strong><ol class="ol" id="topic_ifn_tvn_x1b__ol_msz_mhc_1db">
<li class="li">Navigate to a user's profile in Zendesk Support (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing a user's profile in Zendesk
Support</a>).</li>
<li class="li">Click the user's name to enter a new profile name. </li>
<li class="li">Click the down arrow next to the <strong class="ph b">+New ticket</strong> button at the top right of the profile to merge, suspend, delete, or assume the identity of the user. </li>
<li class="li">To edit a user's details, click the field box you would like to edit. You can also add user's
contact information from this location.</li>
</ol>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing a
user's profile in Zendesk Support</a> for details about default user
fields. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zb2_22c_ppb">
<h2 class="title topictitle2" id="ariaid-title3">Adding user contact information</h2>
<div class="body">
<p class="p">User accounts can include multiple types of contact information,
including email, phone, and social media accounts.</p>
<p class="p">A user account can contain multiple email addresses. When you add the
first email address, a verification email is sent to that address
and must be confirmed before the email address is valid. This email
address is set as the primary address, which means that
notifications are sent to that address. If you add more email
addresses to the user account, no verification email is sent and the
address is automatically verified. You can change the primary email
address to any of the other verified email addresses. </p>
<p class="p">You can also add multiple phone numbers, Google accounts, and X (formerly Twitter)
accounts. Note that you can only add one Facebook account. </p>
<div class="note note">
<span class="notetitle">Note:</span> Although you can add multiple unique numbers to a user's profile, each
profile can only have one shared number (a number also added to
another profile).</div>
<div class="p">
<strong class="ph b">To add a user's contact information</strong><ol class="ol" id="topic_zb2_22c_ppb__ol_ac2_22c_ppb">
<li class="li">Navigate to the user's profile in Zendesk Support (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing a user's profile in
Zendesk Support</a>).</li>
<li class="li">In the user's profile, click <strong class="ph b">Add contact</strong> and
select the type of contact you want to add, then
enter the contact information in the field that
appears. </li>
<li class="li">Repeat as needed.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To delete a user's contact information</strong></p>
<ul class="ul" id="topic_zb2_22c_ppb__ul_bc2_22c_ppb">
<li class="li">In the user's profile, click the arrow next to contact
information box, then select <strong class="ph b">Remove</strong> from the
drop-down list.<div class="note note">
<span class="notetitle">Note:</span> A user's primary email address can't be
deleted. If you want to delete a user's primary
email address, add another email address to the
user's profile and then make that email their
primary email address. You can then delete the
former primary email address from the user's
profile.</div>
</li>
</ul>
<div class="p">
<strong class="ph b">To verify a user's email address</strong>
<ul class="ul" id="topic_zb2_22c_ppb__ul_cc2_22c_ppb">
<li class="li">In the user's profile, click the email address and
select <strong class="ph b">Resend verification email</strong> or <strong class="ph b">Verify
now</strong>.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To change a user's primary email
address</strong><ol class="ol" id="topic_zb2_22c_ppb__ol_j5m_kfc_ppb">
<li class="li">In the user's profile, add (shown above) and verify
(shown above) the new email address you want to make
primary.</li>
<li class="li">Click the arrow next to the new email address and select
<strong class="ph b">Make primary contact</strong> from the drop-down
list.</li>
</ol>
</div>
</div>
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