When you have an activated help center, verification emails are sent to users who register. Ideally, users will verify their email address as soon as they receive the verification email message, but agents can also verify an end user's email address on the user's behalf.
If you require users to register before submitting a request, but a user doesn't verify their email address, they won't be able to create a password to sign in to your help center to submit a request. Any support requests submitted by the unverified user through email will remain in limbo in the Suspended tickets view. The ticket won't appear in your other views, and an agent cannot work on it.
Verifying a user's email address on their behalf
Agents and admins can verify a user's email address on their behalf. Agents can verify end-user accounts only. Admins can verify all users except the account owner.
You can also resend the verification email so that the user can verify their own email address. Or you can verify user email addresses when adding users via the API (see Zendesk API: Users). In that case, you might want to disable verification emails for users (see How can I disable end user verification emails?).
- After you add the user (see Adding end users), open the user's profile.
- Click the down arrow next to the user's email address
and select Verify Now.
The user's email address is immediately verified. If the user has submitted any support requests, those requests are not automatically added as tickets to views but can be manually recovered from suspended tickets.
- Reset the password in the Security tab of the user's profile (see Resetting user passwords.)
- Use the Zendesk API (see Zendesk API: Users)
When to verify for users
If your Zendesk Support is configured to require users to register, each user must create an account, verify their email address, and also create a password. You may want to verify for your users in these cases:
- Testing - You are testing your workflow, and you want to create test users and tickets to test automations and triggers. You can add some test users for email accounts that you own and easily verify those new users.
- Adding Agents or Known Users - When adding new agents (or other known users) to your account because you know that their email addresses are legitimate, you can verify them as you add them.
Identifying unverified email addresses
If a user doesn't have a verified primary email address, a warning icon
(
) is
displayed next to the email address on the Customers page. If
you hover over the icon, you’ll see the text “Unverified email.”
If an email address is unverified and owned by an existing user with a verified primary address, Zendesk flags the ticket with User has yet to confirm ownership of the address used to deliver this email. If you aren't certain the email was sent from that user, consider resending a verification email, reassigning the ticket to a security group for review, or solving the ticket with due caution.
You can search for unverified primary email addresses by searching on the Customers page using the is_verified term. For example:
-
is_verified:false Sunita returns all users named Sunita with an unverified primary email address
-
is_verified:true returns all users with a verified primary email address
19 comments
Jimmy Rufo
Hi Team,
I second Nitzan's concern. We are being forced to verify user email addresses to ensure user mapping is happening to an organization, even though we also use JWT SSO. We do not require users to set up a password. Is there a way to disable this requirement via the admin center?
1
Nitzan Halperin
Hi Zendsek Support,
We recently activated our help center, which caused all of our existing end-users to become unverified. This includes not only new users, but users who have been sending us tickets for years.
Our help center limits ticket submission to logged in users, but the login is based on JWT sso. We do not require users to set up a password (since their login is done through our website). We do not want them to create a separate login credentials.
How can we bulk verify all of them? Or to disable this option for good? This is causing a lot of confusion for them, and frankly, also for us (its was unclear that verification would be a “side effect” of the help center activation)
0
Arlene
This "verified/unverified email" change is causing my company issues. The Suspended folder is now catching all these "unverified" email tickets which is causing hundreds of emails not to be going to the correct inbox and customer inquires are being missed. It is troublesome to have to go into the suspended folder at least twice a day to sort through all the tickets for the valid and mislabeled ones over the true spam. Our settings are set for "everyone can submit a ticket" but to manually go through and verify tens of thousands of end-user addresses is just far too time-consuming. Is there any way around this? Support suggested white listing, but that seems too far of an overcorrection and even then, there are hundreds of different email domains to add in.
1
Christophe A.
I'm happy to read you don't have spam issues. Zendesk's antispam software undoubtedly helps with this and the verification of email addresses helps to limit spam.
It isn't currently possible to fully disable end-user verification emails, there is a workaround if your workflow includes a custom ticket submission form or a custom workflow to create end users. See more details here Can the verification emails be disabled for end users submitting tickets through my custom form?
You can also enable "Anybody can submit tickets, no registration required" (Enabling anyone to submit tickets). Users can still create accounts if they want, but registration will not be required. If they do create an account, users or admins/account owner must verify the account to be able to access it.
About the domain mapping, in most cases, emails must be verified before being automatically associated with an organization.
However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.
0
Nate Goebel
Is there any way to prevent users from receiving an email asking them to register after they email a ticket for the first time? Ideally, our users would just be able to email our help address to create a ticket and wouldn't be prompted to create an account or verify their email. We don't have issues with spam, so likely don't need emails to be verified at this point. This is also causing organization domain mapping to fail when our users don't verify their email addresses.
(On the last point, I'm not sure Zendesk's documentation is clear on this. Here ZD indicates a user has to have a verified email address in order for domain mapping to work. Here ZD indicates users "can" be automatically mapped if their profile is created at the same time as their first ticket over email.)
Ideally, verification and profile creation (with organization domain mapping) would be automatic at the time of the first ticket creation, without the user needing to do anything.
0
Dane
As it turns out, only primary email address is part of User Search. Hence, you cannot use this method to search for it.
When it comes to API, direct utilization is outside our scope that's the reason articles are being provided. However, we can help by troubleshooting any unexpected behavior of our APIs.
0
François Bellavance
On a side note, we made many tickets concerning this at Zendesk and nobody gave us a right answer on how to change a @something to @somethingelse by API. It's always "check this article, check this other one". At the price Zendesk cost, I was suspecting a better support when our gouvernment force not only us but all gouvernment agencies around, wich are all using Zendesk, to change our users emails easily.
0
François Bellavance
Additionally, you can search for unverified primary email addresses by searching on the Customers page using the is_verified term. For example:
is_verified:false Sunita returns all users named Sunita with an unverified primary email address
is_verified:true returns all users with a verified primary email address
Concerning this, is there a way to have all unverified secondary emails? In our case, we added a secondary email to everyone and it is this address that is not verified. I want a list of all secondary addresses not verified.
0
Fellipe M.
Unfortunately, there isn't a native way to automate the email verification done in behalf of a user. However, it is possible to verify in bulk using our Users API. The property that has to be updated is called
verified, so it has to be set totrue. To do this in bulk, you can use the Create or Update Many Users.Please note that the use of the API requires some technical knowledge and I'd recommend you do it with you IT department/person.
I hope it helps. In case you run into issue when using the API, feel free to contact support directly and we'll be happy to assist.
Best,
-1
Andrew
Hi Zendesk,
With this verification process for our customers, is there anyway we can automate it since we have to always verify every customer who we create a ticket to or who create a ticket to us?
We are an online retailer, receiving about 80 tickets a day, and more than half of them could be new customers. So we would need to click verify at least 40-50 times a day. We found this step stupid because it would save so many clicks if we can just automatically verify every customer. Is there a solution to us?
P.S: we have been told by Zendesk support agent, that we have to verify every customer's email in our case, because otherwise our customer will potentially not able to see our reply.
1
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