Plan requirement
| Subscription | Any plan |
| Access | Agent |
Your customers, as Zendesk stores them. Free, unlimited, and created automatically whether you plan for it or not.
What an end user is
Anybody who contacts you and is not staff. They raise tickets, read the help centre, and receive replies. End users do not occupy a licence and there is no limit on how many you have; you find them on the Customers page.
What does consume a licence is a team member in an agent, admin, account owner or custom agent role. That is the whole of the seat question, and it is why the end user count is not a cost signal.
They appear on their own
Email an address Zendesk watches and a record is created. That is why accounts hold tens of thousands of users with eight agents, and why the number is not a cost signal.
The record is worth more than it looks
It carries their history, their organisation, and any fields you added: plan, segment, account manager. That is the context an agent has before replying.
An account where user records are thin is an account where every ticket starts from nothing.
Duplicates are the common problem
One person writing from a work address and a personal one becomes two records, with the history split between them. Neither shows the full picture.
Staff often exist twice
A colleague who emailed support before becoming an agent has an end user record and an agent record. This is the case you cannot merge: merging works only between two end users, so the tidy answer is not available.
Live with it, or decide which record matters and move the history you care about by hand. Either way, know it before somebody spends an afternoon looking for a merge button that will not accept the pair.
Do not delete them to tidy up
There is no cost reason to, and deleting removes the history that makes reporting and context work. Retention is a policy decision, not a housekeeping one.
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