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, ensure that in Admin > Customers, Anybody can submit ticket is NOT selected. Any support requests submitted by unverified emails will remain in limbo in the suspended ticket view (in other words, they won't create tickets in your other views and agents cannot work on them).
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' 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.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:
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.
Identifying unverified email addresses
If a user does not 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”.
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