Announcing the rollback of Contact Details Updates in help center

Announced on	Rollback on
April 25, 2022	April 25, 2022

What's changing?

On January 18, 2022, Zendesk released the Contact Details Updates experience for help center, which allowed end users to add and remove multiple email addresses and phone numbers. After this update to the experience, users will only be able to update their primary email address and phone number.

Before, with the Contact Details Updates experience:

After the Contact Details Updates experience is rolled back:

Additionally, the End Users API and End Users Identities API endpoints are being updated to prevent end users from using the APIs to add or remove identities (email addresses, phone numbers, social media handles, etc.) for their profile.

Agent functionality isn't impacted by these changes.

Why is Zendesk making this change?

The Guide user interface and API options for secondary contact details are being removed because they posed a potential risk of agents and Zendesk systems trusting unverified identities. By rolling back the Contact Details Updates experience, Zendesk can focus on developing new functionality that improves the reliability of end user identities so that Zendesk customers can trust end user identities.

What do I need to do?

No action is required. This change is being made automatically for all accounts.