The purpose of this article is to inform you how to create new customer profiles in Zendesk.
In this article, we will review the following:
- How Customer Profiles are Created
- Manually Adding New Customer Profiles
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💡 Key Terms and Definitions
- Customer Profile - A comprehensive record that includes a customer's entire communication history with the support team, contact information, and any additional customer notes.
- Interactions - All conversations with a customer within Zendesk, spanning multiple channels such as emails, live chats, phone calls, form responses, and support team outreach.
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How Customer Profiles are Created
Regardless of how your customers request support, each must have an account. However, the customer account is different than an agent or admin account. The customer account acts as a profile in Zendesk, where you can see the customer’s complete interaction history with your team.
There are several ways these customer profiles are generated:
- When a support request is submitted, a customer profile is automatically created.
- If an agent creates a ticket for the customer, a customer profile is created with the information provided in the ticket.
- Agents and Administrators can manually add them to Zendesk.
Manually Adding New Customer Profiles
Adding a new customer profile is a simple task that will help you keep your customer information organized and up to date. To add a customer, follow these steps:
- In Support, click the Customers icon (
) in the sidebar.
- Click Add customer.
- Enter the user's Name and Email and click Add.
- When the user's profile opens, enter additional information for the user, ie the phone number.