Managing Users

• User roles in Zendesk are End-user, (restricted) agent (as in somebody working with tickets) and Admin (sets up workflows, users etc.).

  It's easy to get an overview of any user's ticket statistics - as requester, submitter or assignee. Click on any stats link to get a full overview.

• Administrators can assume the role of any user in the system, navigating the help desk from the user's perspective or to fully overtake the user's responsibilities.

• User properties in Zendesk are name, photo, e-mail address, role, restrictions and group relations (agents only), besides such optional fields as phone number and additional information (e.g. location, address, nickname etc).

When importing users from a local registry using the API you can add a foreign ID and perform a reverse lookup when required. Such information can be embedded on the ticket page through the use of widgets.