In Zendesk Support, you can access your profile to view and update your information and settings. This article describes how to view and edit your own profile in Zendesk Support.
Viewing your Zendesk Support profile
In Zendesk Support, you can view your own essential information, such as name, profile picture, email, group, and more. In addition to this supplied information, you can also view your ticket and Help Center activity, security settings, and account preferences in the main window of your profile.
- Click your profile icon in the upper-right corner of the page header, then selectView profile.
- Edit your profile picture or name (seeUpdating your name and profile picture).
- Click through the different tabs on the main window to view the following information:
- Tickets: View your assigned, requested,followed, or CC'dtickets. SeeViewing your tickets activity in your profilefor more information.
- Help Center: View your number of articles, community posts (if available), comments, votes, and subscriptions. SeeViewing your Help Center activity for articles, posts, and comments in your Support profile.
- Related:View tickets, organizations, and other users with which you have a relationship. For example, the organizations you support or the manager for your account. SeeUsing lookup relationship fields.
- Security Settings: Change or reset your password (seeChanging your password), view all devices and third-party applications that accessed your Zendesk account (seeChecking devices and applications that accessed your account), and activate two-factor authentication (seeEnabling 2-factor authentication).
- Preferences: EnableIncident email notificationsto receive updates when any Zendesk service is experiencing an outage.
- View your user details on the left side of your profile. You can edit some of these user fields. For detailed descriptions on each user field, seeAbout your user profile details.
About your user profile details
On the left sidebar of your profile you can view your profile information, such as your role and group. Agents can only edit some of the information on their own profile. If you created custom user fields, they're also included (seeAdding custom fields to users).
Below are the default user fields shown:
| Profile data | Description |
|---|---|
| Name | Your real name. If you don't define an alias (see below), the name is used on all communications with end users. To change your name, seeUpdating your name in your user profile. |
| Role | Defines a user's function and access level. There are three user types: End user, Agent, Administrator. Only administrators can change a user's role. SeeUnderstanding Zendesk user roles. |
| Groups | A collection of agents created by an administrator. Agents must be assigned to at least one group by an administrator, but they can be assigned to more than one. Administrators can add and edit groups, agents cannot. SeeAbout organizations and groups. |
| Alias | Alternative name to use on all communications with end users instead of your real name. Leave this field blank if you want to use your real name on your communications. 这option is available for Suite Growth and above and Support Professional and above accounts only. SeeAdding an agent alias. |
| Signature | Closing line added to your email notifications when you make public ticket comments. |
| Primary email | 电子邮件地址与您的概要文件。的first email address is your primary email address and the only address that receives email and security-related notifications. You can add more email addresses to your profile by clickingAdd contact. To change your primary email address, you must first add and verify the new email address you want to make primary, then click the arrow next to the new email address and selectMake primary contactfrom the drop-down list. |
| Phone | Phone numbers associated with the profile. You can't edit a phone number but you can add a revised number, then delete the old number. If you have only one phone number, you can't remove it until you add a second number. |
| Agent forwarding | Office phone or mobile phone you'd like to forward voice calls to instead of answering Zendesk Talk calls via the browser. You can test the number you enter to make sure calls forward properly. SeeEnabling Zendesk Talk and configuring general settings. |
| Contacts | Other contact information including your Twitter handle, Facebook page, and Google account. You can also add secondary email addresses. |
| Tags | Any tags you want automatically added to new tickets you create. Separate tags with a space. Tags are added to new tickets only, not updated tickets. This is an optional feature and you may not have enabled user tagging. SeeAdding tags to users and organizations. |
| Organization | A collection of users (both end users and agents) created by an administrator. Agents can be a member of only one organization. If your uses organizations, both administrators and agents can add or edit their organization. SeeAbout organizations and groups. |
| User segment | A collection of end users or agents, defined by a specific set of attributes, and used to determine access to Help Center content. SeeManaging user segments. |
| Language | Language you'd like to view Zendesk Support in. This setting only affects you. |
| Time zone | 当地时区;使用时间戳的门票。这setting only affects you. 这option is available for Suite Growth and above and Support Professional and above accounts only. |
| Details | Additional details you'd like to add to your profile. Address, for example. Details are visible to other agents but not end users. |
| Notes | Additional notes you'd like to add to your profile. This information is visible to other agents but not end users. |
的lower-side specifies when the profile was created and last updated. It also specifies when the user last signed into Zendesk.
Making anAPI requestwith the user's email address updates both theUpdatedandLast sign-intimes. The request counts as the user signing into Zendesk; the sign-in time update counts as a change to the user.
3 Comments
When trying to update the agent profile of the person that is the account owner I'm getting greyed out fields, so not able to update. Not even the customized agent (user) fields.
Is that expected behavior and if so what would be the reason for that? And more important is there a workaround for it?
Hi Angelique,
Are you updating the user info of an agent or another admin? What fields are greyed out? there is a possibility that it is related to your role restrictions.
Hi Angelique,
You got it! Only the Account Owner can make any changes on their account because they have the most control.
Pleasesign into leave a comment.