Managing end users

An end user's profile contains a range of data that can be updated and edited as
needed. This article describes how to edit and add information in a user's profile in Zendesk
Support.
Related articles:
Adding end
users
Deleting end
users




Editing users

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.
Note: Agents must have
access to all
tickets to edit end users. On Enterprise
plans, this permission is set by an agent’s custom
role.


To edit a user's profile
Navigate to a user's profile in Zendesk Support (see Viewing a user's profile in Zendesk
Support).
Click the user's name to enter a new profile name.
Click the down arrow next to the +New ticket button at the top right of the profile to merge, suspend, delete, or assume the identity of the user.
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.


See Viewing a
user's profile in Zendesk Support for details about default user
fields.



Adding user contact information

User accounts can include multiple types of contact information,
including email, phone, and social media accounts.
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.
You can also add multiple phone numbers, Google accounts, and X (formerly Twitter)
accounts. Note that you can only add one Facebook account.

Note: 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).

To add a user's contact information
Navigate to the user's profile in Zendesk Support (see
Viewing a user's profile in
Zendesk Support).
In the user's profile, click Add contact and
select the type of contact you want to add, then
enter the contact information in the field that
appears.
Repeat as needed.


To delete a user's contact information

In the user's profile, click the arrow next to contact
information box, then select Remove from the
drop-down list.
Note: 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.



To verify a user's email address

In the user's profile, click the email address and
select Resend verification email or Verify
now.



To change a user's primary email
address
In the user's profile, add (shown above) and verify
(shown above) the new email address you want to make
primary.
Click the arrow next to the new email address and select
Make primary contact from the drop-down
list.




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