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Zendesk allows you to create user profiles, but it takes several clicks and requires team members to leave the ticket. Not any more! Use the Zendesk: Create/Update User steptype to create or update the the requester on the current ticket. When your team reaches this step, they will be able to update the requester’s details (like name, email, phone number, and any other fields) in Sidekick without ever leaving the ticket.
If the specified email address does not exist in Zendesk, a new user will be created. If the email address already exists, the user will be updated with the new details.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Auto assign user as ticket requester

Check this box if you want to automatically assign the user as the ticket requester. This is useful if you are creating a new user profile for the first time.

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Email, First Name, Last Name, and Phone

Your team has the option of entering the user’s contact details here. If you already have the user’s details in another system integrated with FlowEQ, you can also use the button to write those details into the user’s profile.

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Enter Values

If you need to update one of the User Profile fields you have created in your ticket user’s profile, select that field from the User Field drop-down. Your team will be given the chance to update this field manually, or you can pre-fill it using details from other systems with the button.
Last modified on May 7, 2026