Verifying an end user's email address

Ideally, users will verify their email address as soon as they receive the verification email message, but agents can also verify a end user's email address on the user's behalf.

Until their email has been verified, a user's support requests remain in limbo (in other words, not added to your views and agents cannot work on them).

This article covers the following topics:

• How to verify a user's email address
• When to verify for users

Verifying a user's email address on their behalf

Agents and admins can verify a user's email address on their behalf. Agents can only verify, end-user accounts. Admins can do this for 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?).

Note: If you started using Zendesk Support on or after August 21, 2013, the options for verifying email addresses are not available until you activate your Help Center (see Activating Help Center).

To verify a user's email address on their behalf:

1. After you add the user (see Adding end-users), open the user's profile.
2. Click the down arrow next to the user' 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 now added as tickets.

   After the user's email address has been verified, you may also want your users to have a password. The password is required if users want to log in to your Help Center. Like email verification, it's preferable that the user creates their own password. However, you can create passwords for them. You must be an administrator to use either of these options:

   • Use the Zendesk API (see Zendesk API: Users)
   • Reset the password in the Security tab of the user's profile (see Resetting user passwords.)

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 verify for 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 you're 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.