Option to Remove Email from User Profile

11 Comments

  • Official comment
    Brett Elliott
    Zendesk Product Manager

    Hi Stephanie,

    Brett from the Zendesk Product team here. You can create a user without an email address. Email is an optional field. All the ways a user can be created are described here.

  • Stephanie

    Hello Brett,
    Thank you for explaining that.  I should have clarified my question better.  How do I remove an email from an existing user?  Once an email has been added if I need to remove it since that email is no longer valid there is no way to delete it.  The user requires an email to be added.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Stephanie –
     
    If you have a new valid email address for the user, you can add that first, make it the user's Primary email address, then delete the old defunct one. 
    0
  • Stephanie

    Right I know I can add a new email if I had one.  I just was looking for a simpler solution to just remove an email when I need to.  Basically, I have to create a new user with just a phone number and then merge the tickets to the new user.

    1
  • Craig Obee

    the current workaround as mentioned above is very slow to action and confusing for all of our agents.
    If an end user asks us to remove their email address from our system our agents are stuck as there is no "remove" option. We can add a fake email which then gives us the option but agents won't know to do this so it ends up waiting a lot of time wrestling with something that should be much simpler. 

    4
  • Craig Obee

    We're currently entering quite a lot of emails manually for our end users and on the odd occasion where we add the email to the wrong user we cannot remove the email address from this incorrect user so are forced to edit the email and then leave this invalid email on the end users profile then add the correct email address onto the correct end user. 

    We also have had a few requests from end users to remove their contact details when they either no longer wish for us to hold this information or when they are no longer a customer of ours. Trying to explain to customers that an email needs to be linked to their profile but "we'll edit it to something fake" is unprofessional.

    2
  • Brett Elliott
    Zendesk Product Manager

    Thanks for clarifying, Stephanie. I agree, removing an email address from a user who only has the one email address should be possible, and that work around isn't ideal.

    We have it in our backlog to remove this restriction and allow the last email on a user to be removed. We're focusing on other priorities right now, so a fix wouldn't likely come in the short to medium term. I'll update here when a fix is scheduled.

    3
  • Stephanie

    Wonderful!  Thank you for the update, Brett!

    0
  • Craig Obee

    You can already remove the 2nd and any subsequent emails from end users.
    This request is for removing any email address, mainly the only email that has been added to an end user profile.
    I hope that it is this that is being worked on :) 

    1
  • Brett Elliott
    Zendesk Product Manager

    Thanks, Craig Obee. I've corrected my post above.

    0
  • Roshni Daftary

    We are also struggling where we need to remove the only email address that the end users have on account. The work around is complex as well as lengthy for agents. Could we please push this request. Thank you!!

    2

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