Verifying an end user's email address

Return to top


  • 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
    Zendesk Community Manager
  • 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
    Zendesk Community Manager
    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

Please sign in to leave a comment.

Powered by Zendesk