Troubleshooting End-User Profile Issues

Troubleshooting issues from the end-user profile in Zendesk is a valuable step for agents to understand and resolve customer problems efficiently. 

• The end-user profile in Zendesk gives agents a comprehensive view of the customer’s interaction history, environment, and key details that are crucial for effective troubleshooting.
• It helps agents avoid duplicated effort, understand the user’s context better, and provide faster resolutions.

Here are some ideas on how agents can use the end-user profile to troubleshoot: 

1: Access the End-User Profile

• When viewing a ticket, click on the View more details link in the top right corner of the screen to open their profile.
  
• Alternatively, you can
  • Open the ticket and select the user tab at the top to the left of the ticket tab, which shows the end user's name. 
    
• Search for the user directly in the Zendesk user search bar.
  

2: Review User Details in the left-side panel

• Check the following contact Information: If you identify outdated or incorrect user info that might be causing the issue, update it directly in the profile.
  • User Type: You should see this showing as Ean nd user.
  • Access: You should see this showing as Can view and edit own tickets only.
  • Primary Email: Verify their email associated with their profile that receives email and security-related notifications.
  • Tags: Look for any tags assigned to the user which might indicate specific segments, issues, or priority levels.
  • User Segments: See if the user is linked to any specific user segments set up, which allows them to view articles in the Help Centre that are assigned to a specific user segment.
  • Language: Confirm the correct language is selected for the user to view Zendesk Support in. If not, this can be updated from the dropdown.
  • Time Zone: Confirm the correct time zone is selected. If not, this can be updated from the dropdown.
  • Portal ID: Confirm if the end user uses GRP (Global Royalty Portal) and that they have the correct external portal ID
  • Role: Confirm if the end user uses the Bridge portal and that they have the correct Bridge role assigned.  
  • ID: Confirm if the end user uses the Bridge portal and that they have the correct Bridge portal ID. 

3: Examine User Activity 

Click through the different tabs on the main window to view the following information:

• Tickets: View a user's requested or CC'd tickets. The ticket list returns only the first 1,000 results, even if there are more results.
  • Ticket History: Review all past and current tickets submitted by the user to help identify recurring issues or patterns.
  • Ticket Events: Review the events on each ticket submitted by the user to identify
  • Ticket Status and Types: Note the status (open, pending, solved) and types of issues they usually report.
  • Comments and Agent Notes: See previous communications for any clues or resolutions that can help with the current issue.
• Help Centre: View a user's comments, posts, votes, and subscriptions.
• Related: View a user’s lookup relationships with tickets, organisations, and other users. See Using lookup relationship fields.
• Security Settings: Reset a user's password. See Resetting users' passwords.

4: Check End-User’s Custom Fields and Attributes

• If your Zendesk setup uses custom user fields (e.g., product version, subscription type, location), verify these to understand if the problem could be related to a specific context.
• Custom attributes may provide essential information for troubleshooting and escalating appropriately.

5: Use the User Profile to Reproduce the Issue

• Try to replicate the issue based on the user’s environment details (browser, device, etc.).

6: Check for Alerts or Flags

• See if the user has any flags such as “suspended,” “spam,” or “restricted,” which might explain certain limitations or issues.

7: Collaborate via Side Conversations or Add Followers

• Use the user profile to add relevant team members as followers on tickets or start side conversations for cross-team troubleshooting.

8: Escalate or Link Tickets if Needed

• If the issue requires escalation, the agent can link related tickets from the user or escalate based on their profile and ticket history.

For additional information on an end-user profile, please review the following Zendesk Help support article: Viewing an end user's profile in Zendesk Support.