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User & Group Management

This guide covers how to manage users and groups in DZDESK as an administrator.

User Management​

User Sources​

Users can be added via:

  • Identity Provider Sync: Automatic from Azure Entra ID or Google Workspace
  • Just-In-Time (JIT): Created on first login
  • Manual: Admin creates directly

Viewing Users​

  1. Navigate to Settings > Users
  2. See list of all users
  3. Use search and filters

User Information​

FieldDescriptionSource
EmailPrimary identifierIdentity provider
Display NameShown in UIIdentity provider
RolePermission levelAdmin assigned
GroupsTeam membershipAdmin assigned
StatusActive/InactiveAdmin controlled
VIPPriority designationAdmin assigned

Creating Users Manually​

  1. Go to Settings > Users
  2. Click Add User
  3. Enter:
    • Email address
    • Display name
    • Role
    • Groups (optional)
  4. Click Create

Editing Users​

  1. Find user in list
  2. Click to open profile
  3. Modify:
    • Display name
    • Role
    • Group membership
    • VIP status
  4. Save changes

Deactivating Users​

When someone leaves:

  1. Open user profile
  2. Click Deactivate
  3. Confirm action

Deactivation:

  • Prevents login
  • Preserves history
  • Removes from active lists
  • Can be reactivated later

Reactivating Users​

  1. Filter users to show inactive
  2. Find user
  3. Click Activate
  4. User can log in again

Role Management​

Assigning Roles​

  1. Open user profile
  2. Select Role dropdown
  3. Choose: Admin, Agent, or Viewer
  4. Save changes

Role Change Considerations​

  • Changes take effect immediately
  • User may need to refresh browser
  • Previous actions retain original role audit
  • Consider security implications

Bulk Role Updates​

For multiple users:

  1. Select users from list
  2. Click Bulk Actions
  3. Choose Change Role
  4. Select new role
  5. Confirm

Group Management​

Viewing Groups​

  1. Navigate to Settings > Groups
  2. See all groups with member counts
  3. Click to view details

Creating Groups​

  1. Click New Group
  2. Enter:
    • Group name
    • Description
    • Manager (optional)
  3. Click Create

Editing Groups​

  1. Open group
  2. Modify settings:
    • Name
    • Description
    • Manager
    • Notification settings
  3. Save changes

Deleting Groups​

  1. Open group settings
  2. Click Delete Group
  3. Reassign existing requests
  4. Confirm deletion

Note: Delete only empty groups or reassign requests first.

Managing Membership​

Adding Members​

  1. Open group
  2. Click Add Member
  3. Search for user
  4. Click to add

Removing Members​

  1. Open group
  2. Find member
  3. Click Remove
  4. Confirm

Bulk Membership​

For multiple users:

  1. Open group
  2. Click Bulk Add
  3. Select users or paste emails
  4. Add all at once

Identity Provider Sync​

Azure Entra ID Sync​

Configure automatic sync:

  1. Go to Settings > Identity > Sync
  2. Enable Azure Entra sync
  3. Configure:
    • Sync frequency
    • User filter (optional)
    • Group mapping

Google Workspace Sync​

Configure automatic sync:

  1. Go to Settings > Identity > Sync
  2. Enable Google Workspace sync
  3. Configure sync settings

Sync Options​

OptionDescription
Full SyncSync all users
IncrementalOnly changes
Group-basedOnly specific groups
Manual triggerOn-demand sync

Handling Sync Conflicts​

When identity provider changes:

  • Display name updates automatically
  • Email changes require attention
  • Deleted users can be auto-deactivated

VIP Users​

What is VIP Status?​

VIP users receive:

  • Higher priority on their requests
  • Faster SLA targets
  • Special visibility to agents
  • Enhanced notifications

Designating VIP Users​

  1. Open user profile
  2. Enable VIP Status toggle
  3. Save changes

VIP Indicators​

  • VIP badge on user profile
  • VIP tag on their requests
  • Visual indicator in queues

See VIP Users for full details.

User Activity​

Viewing User Activity​

  1. Open user profile
  2. See recent actions:
    • Login history
    • Requests created
    • Requests assigned
    • Comments made

Last Login​

Track user engagement:

  • Last login timestamp
  • Login count
  • Inactive user identification

Best Practices​

User Management​

  1. Use identity provider sync when possible
  2. Review users monthly
  3. Deactivate promptly when needed
  4. Document role decisions

Group Management​

  1. Keep groups focused
  2. Avoid too many groups per user
  3. Update membership with role changes
  4. Review group structure quarterly

Security​

  1. Minimum necessary roles
  2. Regular access reviews
  3. Prompt deactivation
  4. Audit trail review

Troubleshooting​

User Can't Login​

  1. Check user is active
  2. Verify identity provider
  3. Check role assigned
  4. Test identity provider login

User Missing from List​

  1. Check filter settings
  2. Trigger manual sync
  3. Verify user in identity provider

Group Not Receiving Requests​

  1. Verify group exists
  2. Check category routing
  3. Confirm member assignment

Sync Not Working​

  1. Check identity provider credentials
  2. Verify permissions
  3. Review sync logs
  4. Test connection