Verifying an end user's email address

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  • Joshua Bentley

    If we are not requiring users to create a login in order to email us, why do we need their email address to be verified? If anyone can submit a support ticket, it seems like their email should be automatically verified. 

    I just created a new org, added the correct domain, and none of our customers from that org were mapped. That's why I started searching for answers. Is there a way I can get folks mapped to their org by domain without having to verify them?

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Joshua,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, if you don't require end-users to verify their email before submitting any ticket requests then you don't need to have them verify their email addresses. Ideally, the reason or purpose behind this is to make sure that the following email address or account is an actual person and not spam or any spam email bots.

    In regards to mapping your end-users to specific organizations, this is referred to as user mapping. An administrator can set this up by editing an organization's settings.

    You can check our article: for more information about this and how to set this up.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • Joshua Bentley

    @... - thanks for the reply. Unfortunately, the functionality here is exactly what I'm up against. I inherited a messy Zendesk and am trying to clean it up. The vast majority of tickets and users were created without user mapping. As per the article:

    However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.

    So it seems I have a major exercise in front of me to search for all users with the org domains and manually verify them. If there's an automated way to do this via an Automation, let me know!

    If the only other option is to use the API, that won't work for me as we have no dedicated developer to be able to do this. 

  • Joshua Bentley

    @... - In addition to my above reply, I did go manually verify the emails of several users believing that they would then be mapped to the correct organization and they did not map correctly even after 10 days.


  • Dave Dyson
  • Dat Tran

    Hi,  my name is Darius
    I am building a custom ticket form with the Zendesk API (make a request to my Zendesk API with basic authentication "user_email/token" : "API_Token"), and the user needs to have an existing profile before they can be authenticated to the API call. How can I set up my Zendesk to let the customers generate tickets without adding their profile firstly?

  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Darius,
    You can set up your account to allow anonymous requests.  This will let you use the Requests API to create requests without authentication.
  • Silas Johnson

    Is there a way to change the verification link in the email verification that we send to agents?

  • Dave Dyson
    Hi Silas,
    Welcome to the community! I don't think the link is editable, but you can edit the text of the verification email: Customizing the welcome email and the account verification email
  • Andrew

    Hi Zendesk,

    With this verification process for our customers, is there anyway we can automate it since we have to always verify every customer who we create a ticket to or who create a ticket to us?

    We are an online retailer, receiving about 80 tickets a day, and more than half of them could be new customers. So we would need to click verify at least 40-50 times a day. We found this step stupid because it would save so many clicks if we can just automatically verify every customer. Is there a solution to us? 

    P.S: we have been told by Zendesk support agent, that we have to verify every customer's email in our case, because otherwise our customer will potentially not able to see our reply. 


  • Fellipe M.
    Zendesk Customer Care
    Unfortunately, there isn't a native way to automate the email verification done in behalf of a user. However, it is possible to verify in bulk using our Users API. The property that has to be updated is called verified, so it has to be set to true. To do this in bulk, you can use the Create or Update Many Users.
    Please note that the use of the API requires some technical knowledge and I'd recommend you do it with you IT department/person.
    I hope it helps. In case you run into issue when using the API, feel free to contact support directly and we'll be happy to assist.
  • François Bellavance

    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

    Concerning this, is there a way to have all unverified secondary emails? In our case, we added a secondary email to everyone and it is this address that is not verified. I want a list of all secondary addresses not verified.

  • François Bellavance

    On a side note, we made many tickets concerning this at Zendesk and nobody gave us a right answer on how to change a @something to @somethingelse by API. It's always "check this article, check this other one". At the price Zendesk cost, I was suspecting a better support when our gouvernment force not only us but all gouvernment agencies around, wich are all using Zendesk, to change our users emails easily.

  • Dane
    Zendesk Engineering
    Hi François,
    As it turns out, only primary email address is part of User Search. Hence, you cannot use this method to search for it. 
    When it comes to API, direct utilization is outside our scope that's the reason articles are being provided. However, we can help by troubleshooting any unexpected behavior of our APIs.
  • Nate Goebel

    Is there any way to prevent users from receiving an email asking them to register after they email a ticket for the first time? Ideally, our users would just be able to email our help address to create a ticket and wouldn't be prompted to create an account or verify their email. We don't have issues with spam, so likely don't need emails to be verified at this point. This is also causing organization domain mapping to fail when our users don't verify their email addresses.

    (On the last point, I'm not sure Zendesk's documentation is clear on this. Here ZD indicates a user has to have a verified email address in order for domain mapping to work. Here ZD indicates users "can" be automatically mapped if their profile is created at the same time as their first ticket over email.)

    Ideally, verification and profile creation (with organization domain mapping) would be automatic at the time of the first ticket creation, without the user needing to do anything.

  • Christophe A.
    Hi Nate, thanks for your question!
    I'm happy to read you don't have spam issues. Zendesk's antispam software undoubtedly helps with this and the verification of email addresses helps to limit spam.
    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. See more details here Can the verification emails be disabled for end users submitting tickets through my custom form?
    You can also enable "Anybody can submit tickets, no registration required" (Enabling anyone to submit tickets). Users can still create accounts if they want, but registration will not be required. If they do create an account, users or admins/account owner must verify the account to be able to access it.
    About the domain mapping, in most cases, emails must be verified before being automatically associated with an organization.
    However, an unverified user can be mapped to an organization if their profile is created at the same time as their first ticket and the ticket is created either via email or chat.
  • Arlene

    This "verified/unverified email" change is causing my company issues.  The Suspended folder is now catching all these "unverified" email tickets which is causing hundreds of emails not to be going to the correct inbox and customer inquires are being missed.  It is troublesome to have to go into the suspended folder at least twice a day to sort through all the tickets for the valid and mislabeled ones over the true spam.    Our settings are set for "everyone can submit a ticket" but to manually go through and verify tens of thousands of end-user addresses is just far too time-consuming.  Is there any way around this?   Support suggested white listing, but that seems too far of an overcorrection and even then, there are hundreds of different email domains to add in.


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