End Users

The Users directory — every person who has ever opened a ticket, registered an account, or been added manually. Search, filter, view a single user's history, and bulk-import large customer lists.

The Users Menu

The top-level Users menu in the staff control panel is the end-user directory. It shows every end user Deskuss has ever seen — not WordPress users, and not staff. End users are the customers who open tickets.

An end user is created automatically whenever someone:

• Opens a ticket through the client portal
• Replies to a ticket via email (the From address becomes a user record)
• Registers a permanent account on the portal
• Is added manually by an agent

The Users List

The list view shows every end user in a sortable, filterable table:

Click any column header to sort. Use the search box at the top to filter by name, email, or organization.

User Detail View

Click a user to open the detail view, which contains:

• Profile — name, email, phone, organization, time zone, status
• Tickets — every ticket the user has opened, with status and last-update
• Notes — internal notes left by staff on the user (visible to staff only)
• Activity — a log of actions: logins, ticket opens, replies, etc.

Searching & Filtering

The Users list supports quick search and advanced filtering. The search box matches against name, email, organization, and phone. Filter options include:

• Status — Active, Inactive, Closed
• Organization — any org in the system
• Date Range — created between X and Y
• Has Tickets — yes / no / only open

Adding a User Manually

Sometimes you need to create a user record before they ever open a ticket (e.g., for an existing customer who's about to call):

1. Go to Deskuss → Users
2. Click Add New User
3. Fill in name, email, and optional organization
4. Save

The user can now be assigned tickets, added to notes, or invited to register on the portal.

Bulk Import (CSV)

For migrations and large customer lists, use the CSV importer:

1. Go to Deskuss → Users
2. Click Import
3. Upload a CSV with these columns:

   name,email,phone,organization
   Jane Smith,jane@acmecorp.com,+1-555-1234,ACME Corp
   John Doe,john@acmecorp.com,,ACME Corp

4. Map columns if prompted
5. Click Import

Existing users (matched by email) are updated; new emails create new user records. Imported users are marked Active and can immediately receive tickets.

Exporting the User List

To export the current filtered list as CSV:

1. Apply your filters (so the export matches what you see)
2. Click Export at the top of the list
3. Choose CSV

The downloaded file includes all the columns shown in the list, plus internal IDs for cross-referencing with other systems.

User Statuses

Editing a User

To update a user's profile, organization, or status:

1. Open the user detail view
2. Edit the field you want to change
3. Click Save

Internal Notes

Notes on a user are visible only to staff. Use them to leave context for your team:

• "VIP — escalate anything urgent to the account manager."
• "Has a strict no-PII-in-tickets policy. See KB article 247."
• "Account will be closed at end of contract on 2026-12-31."

Add a note from the user detail view's Notes tab. Notes are timestamped and attributed to the author.

Closing an Account

To close a user account (soft disable, retaining all data):

1. Open the user detail view
2. Set Status to Closed
3. Save

The user can no longer log in. Their historical tickets and notes remain. This is reversible — switch the status back to Active at any time.

Anonymizing a User (Permanent)

For GDPR / right-to-be-forgotten requests, you can anonymize a user — replacing their name, email, and profile data with redacted markers while keeping the ticket history intact (so historical context in agent replies is preserved).

Anonymization is permanent and irreversible. Use it only when the user has explicitly invoked their right to be forgotten. The action is recorded in the system log.

Permissions

Who can manage users depends on the access scope: