Question
For Support accounts utilizing a custom form, is it possible to disable end-user verification emails for first-time ticket submissions?
Answer
While 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.
When using a custom ticket submission form you can leverage the Zendesk API to verify the user as they're being created (see Building a custom ticket from with the Zendesk API). If you have an open Zendesk Support account where anyone can submit tickets, creating a ticket automatically creates the user if they do not currently exist.
You can use the Tickets API to verify the user upon creation and therefore the verification email will not send.
Here's an example of a payload that would accomplish this:
{
"ticket": {
"subject": "subject goes here",
"comment": {
"body": "Some question"
},
"requester": {
"name": "username goes here",
"email": "email@domain.org",
"verified": true
}
}
}
The potential downside of this method is that any incorrectly entered email addresses will have automatically been verified, which means your users may not actually be receiving responses to those addresses.
Please reference our API documentation for further assistance on this process, Creating a ticket with new requester and Create or update user.
4 Comments
I use this way to submit a request, prompt "Removed restricted keys ["request.requester.verified"] from parameters according to whitelist"，Requests cannot be requested by “api/v2/requests.json”, 401 error code appears
Hi.
I use this API to create tickets, but my problem is that even if I'm using the property verified: true in the payload, the newly created user in Zendesk Support is still unverified and cannot continue to update her/his ticket because of this. What am i doing wrong?
Not clear Jan -- if you bring up the new user via the API is the 'verfied' attribute set false there as well?
GET /api/v2/users/{id}.jsonI see that you have also submitted a private ticket. If there's nothing obvious wrong, that's probably the best route at this point as more account specific information will be needed.
Just a follow-up... I missed this point in the above conversation. The Requests endpoint cannot be used to verify emails. Only the Tickets endpoint. This is for security reasons. Apologies for not pointing that out.
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