When you contact the Zendesk support team, Zendesk must verify that the person who contacts Zendesk is registered in the account they're asking about. This article describes the Zendesk policy on identify verification. Topics include:
- The Zendesk policy for contacting the support team
- Owner or admin authorization
- Using distribution lists, aliases or group emails
Contacting the support team
Our Master Subscription Agreement states that support is limited to registered agents of accounts. For assistance with account-related information, if the email you are using to contact support is not listed as an agent of your account, Zendesk support agents won't be able to provide the right help. Also, contacting the Zendesk support team using the support email address your customers use to reach out to you is not allowed either.
To contact Zendesk's support team by email, Zendesk recommends having an administrator on the account reaching out from an email address registered within your Zendesk account. The best ways to reach our support team are outlined in Contacting the Zendesk support team.
To find out which email address is registered
- Sign in to your Zendesk account.
- Click your profile icon in the upper-right corner of the page header, then select View profile.
- On the left-hand side panel, scroll down and locate your Primary email address.
Use this email address to contact the Zendesk support team.
- If you use more than one email address to contact Zendesk, add your alternate email as a secondary address in your profile by clicking + add contact.
Important: Your profile should only contain email addresses that belong to you. Sharing a license violates the terms of our Master Subscription Agreement.
To change the email address registered in your account, watch the video below.
Owner or administrator authorization required
There are also many scenarios in which Zendesk requires an administrator or account owner to provide written authorization for account-related information. In these instances, Zendesk must communicate directly with administrators or owners via the email address in their profile.
For information about finding the owner of your Zendesk account, see Who is the owner of my account?.
Using distribution lists, aliases, or group emails
The primary email address registered in your account has to be a reachable email address. Using a distribution list, an alias, your Zendesk support address, or a group email doesn't allow you to reply to Zendesk notifications. To expedite your request and prevent the need for added identity verification with Zendesk support agents, the email address in your profile must be a dedicated email inbox.