Trying to fetch users by email, but the resultset is empty

I am trying to fetch users by email using Freshchat API Freshchat
, Getting the user with emai works. I have created a new user, and when I try to query it, the result set is empty. I am totally newbie using Freshchat, do i need to link the user with org / account or something like that?

        url = f"https://{self.url}/users?email={email}"
        response = self.session.get(url)
        return response.json()