Verifying an end user's email address

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26 Comments

  • Laura Fu

    If I manually verify an email, as described in this article, does the user receive another email? And do they still have to go somewhere to create a password? Just wondering what the user experience is so I can support their questions.

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  • Jessie - Community Manager

    Hey Laura!

    No additional email is automatically sent if you verify the user manually. If you look right below the screenshot in the article, the last paragraph in the section tells you how to manually re-send the verification email if you'd like.

    The customer will still need to create a password on their own to log in to your Help Center. They'll be prompted to do so when they try to log in for the first time.

    Administrators also have the ability to reset or set user passwords. You can find more info on that here: Managing users.

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  • Colin Tucker

    Can I auto-verify users in bulk through the admin web interface or does that have to be done with the API?

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  • Jessie - Community Manager

    Hi Colin! Welcome to the Community!

    I did a quick sanity check on this and was able to confirm that it's not possible to bulk-verify your users in the agent interface. However, as you mentioned, it's definitely possible through the API. You can find the corresponding endpoints in our Developer resources!

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  • Derek Gieselman

    Does this have any affect on users trying to view their tickets via the "My Tickets" section of the Mobile SDK?

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  • Diana

    Hi! We don't use user registration however we find sometimes (does not happen too often) users claim they do not receive our support message from Zendesk. If the user shows as unverified could this affect the customer receiving the email on their end?

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  • Joseph May

    @Derek-

    This should not affect the SDK if the users are manually verified in the agent interface (or if they follow standard verification to begin with).

    @Diana-

    Not verifying an email address should not affect end-users from receiving emails from you. Past asking your users to check their spam folder, please feel free to submit a ticket to support@zendesk.com if you find this is a problem with your Zendesk.

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  • Crystal Carrow

    Hi!


    How, if at all, does this affect our site if we are using SSO/PTA with a separate identity provider?

     

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  • Rebecca

    Hey Crystal - 

    When an SSO provider is used for user authentication the users are provisioned and authenticated through the third party service configured outside of Zendesk. As a result, the users are created with verification by default. You can create a user that is verified automatically by passing in a verified: true key in a request which is what SSO does natively. 

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  • Alex Aguilar

    Do the welcome emails expire after a given amount of time? If so, how long?

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  • Nicole - Community Manager

    Hey Alex - 

    Apologies for the delayed response on this. The verification links in those emails are good for 24 hours. 

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  • Marrit

    Hello, on part of "Resending the verification email for a user".. is there a way to slighty modify that process?

    For example:
    - the email being sent with "Welcome to 'X'. Please click the link below to create a password and sign-in.

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  • Nicole - Community Manager

    Hi Marrit, 

    To clarify, when you re-send a verification email you want to edit the copy? 

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  • Marrit

    @Nicole, yes indeed.

    We want to personalize it a little bit, so that it sounds a little bit more human and according to our tone of voice. So that it's not that far away of the way that we communicate to our users, so that they feel more motivated to do it, and don't consider it phishing.

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  • Nicole - Community Manager

    Hey Marrit - 

    Thanks for confirming. Yes, you can edit the copy. See the article "Customizing end-user account emails"  - the last section is on customizing the verification email. 

    Let me know if that works for you or if more questions arise. 

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  • Marrit

    That's indeed exactly what I was looking for. Do these fields work with dynamic content as well? With different languages?

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  • Jessie - Community Manager

    Hey Marrit! Sorry for the delayed response!

    Yes, you can use dynamic content in your Verification email body. You can see the other areas where dynamic content is supported in our documentation!

    Let us know if you need anything else!

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  • Gezim Musliaj

    Hello,

    we are using Zendesk PHP SDK to register users and now by default when a new user is added it gets also automatically an email to verify its registration to the zendesk instance. Before 20/11/2017 the users never got a new email when they were added to our zendesk instance until we did the verification manually. I wanted to know if is there any option I can use in the PHP SDK registration call to not send automatically the verification email to the newly added users, means I want to do the verification manually as before. I have checked on the documentation of your API and couldnt find anything useful for this topic.

    Would appreciate your response.

    Thanks in advance,

    Gezim.

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  • Alexander Popa

    Hi Gezim!

    Users can be created without sending out a verification email, by passing a "verified": true" parameter, via this API endpoint. I hope this helps!

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  • Jim Carter

    Can we integrate email verification service API like mentioned here - https://www.accuwebhosting.com/blog/top-10-bulk-email-list-verification-validation-services-compared/

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  • Bryan Flynn

    Hi Jim. Zendesk Support's API gives access to user information, including verification status. Feasibly, you could write a custom integration that uses one of the services that you mentioned in conjunction with Zendesk APIs. There is no "native" integration, however, with one of these 3rd party verification services.

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  • Jim Carter

    Thanks for the info Bryan.

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  • Lisa S

    Hey guys,

    The verify email notification which is automatically sent references both our Customer and Partner Help Centres. Is it possible to only send reference to Customer Guide for Customer branded tickets and the link to Partner Guide for Partner branded tickets/users?

    Thanks,
    Lisa 

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  • Jon Daniels

    Hi Lisa!

    As outlined in Understanding user authentication with multiple Help Centers, currently all help centers will be listed in the welcome email, password reset email, and identity verification emails.

    We also have an article listing the limitations of Multibrand here: Multibrand known issues

    I recommend adding a comment to that article to let our developers know that separate help center logins is something you value.

    Thanks for your feedback!

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  • Lisa S

    Thanks John, done.

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  • Tara Papworth

    I think this documentation is a little out of date?

    It says: 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).

    Yet testing on this in our system proves this isn't the case - an unverified user sending an email creates a new ticket that is able to be progressed. 

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