Using two fields to confirm email address

15 Commentaires

  • Rina

    100% agree with this. Those who mis-spelt their emails never receive our teams responses, and that causes a further influx of messages complaining that we didn't respond (when we have!).

  • Rina

    Disappointing not to hear any update or feedback since 2 months have passed Zendesk Team

  • Nicole Saunders
    Zendesk Community Manager

    Hi Rina - 

    It would be unusual for a product manager to respond to a thread with very few upvotes, much less  in a two month timeframe. That's just not how our product feedback process works. 

    As stated in the product feedback guidelines, our teams do read and track every post, but due to the volume of user engagement, product managers are unable to respond to every single feature request. Requests with a higher volume of votes and comments are more likely to receive engagement from the product teams. 

  • Stephen Belleau
    Community Moderator

    Nicole Saunders Eric Nelson 

    1. Curious - could this be addressed via developer support rather than product feedback? 
    2. If so, I'm not sure the best forum to redirect to. It doesn't fit in the three current Dev community forums: SDK/API/ZAF. Is it appropriate for General Troubleshooting Q&A? Opportunity for a new Dev community section for Guide?
  • Dave Dyson
    Hey Sphen – 
    This is the best place for this feedback, since it's feedback on the ticketing system, even though it's true that subjects brought up here may ultimately find a solution in app form.
  • Stephen Belleau
    Community Moderator

    @... Sure, I agree that it still constitutes feedback that could one day be addressed natively. 

    In the meantime, I guess I'm more wondering how we can improve developer support in the Community. I expect use cases like this would be pretty easy for an experienced developer to help with. But where is the appropriate forum to get help for Guide solutions? Whether or not Eric Nelson's team wants to engage, surely us customers should have a place to help each other out with developer questions relating to Guide :D 

  • Dave Dyson
    Thanks Stephen - yes, the General Troubleshooting Q&A topic is a fine place to ask Guide-related questions. 
  • Amie Brennan

    Hey Danielle,

    I'm just going to point out the blatantly obvious/ manual way you can achieve this currently inside Zendesk. 

    - Create a simple custom text field asking the customer to input their email address and make it mandatory. 

    - Sit this new email field at the top of the form. By doing so, the custom field will sit under the default email address field. 

    - The agent will then just need to cross-check that the email address linked to the user profile, is the same as what the user puts in the custom field. 

    I totally recognise that you're looking for some form of field validation where the second field validates against the first to ensure it's correct etc. However the above would be the only way to achieve this inside Zendesk currently until this type of thing is built.

    Hope this helps. :)

  • Scott Maxwell

    We, too, would like to see this feature added.  Or, is there a template we can edit and add in a script to perform this action? In our former ticketing system we achieved this by adding the below script to the ticket form:


    function validate_email()
    var elemail1 = document.getElementsByName("ticketemail");
    var elemail2 = document.getElementsByName("ticketconfirm");
    if (elemail1 && elemail2)
    var e1 = elemail1[0].value;
    var e2 = elemail2[0].value;
    if ((e1.length > 0) && (e2.length > 0) && (e1 != e2))
    alert("Email addresses must match");
    return false;
    return true;


  • Stephen Belleau
    Community Moderator

    Scott Maxwell Thank you!! That's exactly the kind of help I was hoping someone would chime in with :D 

    I think when getting element, the class or ID to look at would be

    request_anonymous_requester_email for the default email address

    request_custom_fields_360001234567 for your custom field


  • Sav

    This lack of a basic feature is causing so many issues for us. Customers simply think we don't reply to emails, but their email address is being entered incorrectly. You can spot it all the time.

    It's just costing us reputational damage and it's probably going to be worth the effort to move away from ZenDesk to get past this issue.

  • Takahiro Kishioka





    This is a very standard function in Japan.

    Not being able to reply to customers who fill out forms incorrectly is a big insident for customer support.

    I request you to improve the product as soon as possible.

  • Sydney Neubauer

    +1 to this feature

    Also adding in the ability to have a field require a certain format. For example, it needs to be in the email format

  • Franca Meggiolaro

    Hello, I'm also very interested to have this feature as native. Any news?



  • Matthew Flack

    Bump & +1

    Would love to see this feature on the roadmap.


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