当您有一个已激活的帮助中心时，验证电邮将发送给注册的用户。理想情况下，用户将在收到验证电邮后立即验证其电邮地址，但专员也可以代表用户验证终端用户的电邮地址。
如果您要求用户 在提交请求之前先注册，但用户未验证其电邮地址，则该未验证用户提交的任何支持请求都将在“被阻止工单”视图中处于 不确定 状态。工单不会显示在您的其它视图中，专员也无法处理。
代表用户验证其电邮地址
专员和管理员可代表其验证用户的电邮地址。专员仅可验证终端用户帐户。管理员可以验证除帐户所有者之外的所有用户。
您也可以 重新发送验证电邮 ，以便用户验证其自己的电邮地址。或者您可以在通过 API 添加用户时验证用户电邮地址（请参阅 Zendesk API：用户)。在这种情况下，您可能要禁用用户验证电邮（请参阅 如何禁用终端用户验证电邮？）。
用户的电邮地址将立即得到验证。如果用户已提交任何支持请求，这些请求 不会 自动作为工单添加到视图，但可以从被阻止工单中手动恢复。
- 在用户个人资料的“安全”标签中重置密码（请参阅 重置用户密码。）
- 使用 Zendesk API（请参阅 Zendesk API：用户)
何时为用户验证
如果您的 Zendesk Support 配置为要求用户注册，则每个用户都必须创建一个帐户，验证其电邮地址，并创建一个密码。在这些情况下，您可能需要为您的用户进行验证：
- 测试 —— 您正在测试工作流程，并希望创建测试用户和工单以测试自行程序和触发器。您可以为您拥有的电邮帐户添加一些测试用户，并轻松验证这些新用户。
- 添加专员或已知用户 —— 当添加新专员（或其他已知用户）到您的帐户时，因为您知道他们的电邮地址是合法的，您可以在添加时对其进行验证。
识别未验证的电邮地址
如果用户没有已验证的主要电邮地址，则会显示一个警告图标 (
) 将显示在 客户 页面上的电邮地址旁。如果您将鼠标悬停在该图标上，您将看到“未验证电邮”文本。
如果电邮地址未经验证，归已验证主要地址的现有用户所有，Zendesk 会将工单标记为“ 用户尚未确认用于发送此电邮的地址的所有权”。如果您不确定电邮是否来自该用户，请考虑 重新发送验证电邮，将工单重新分配给安全组进行审阅，或谨慎处理工单。
您可以使用 is_verified 术语在 客户 页面上进行搜索，以搜索未验证的主要电邮地址。例如：
-
is_verified:false Sunita 返回所有名为 Sunita 且主电邮地址未验证的用户
-
is_verified:true 返回具有已验证主要电邮地址的所有用户
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19 条评论
Jimmy Rufo
Hi Team,
I second Nitzan's concern. We are being forced to verify user email addresses to ensure user mapping is happening to an organization, even though we also use JWT SSO. We do not require users to set up a password. Is there a way to disable this requirement via the admin center?
1
Nitzan Halperin
Hi Zendsek Support,
We recently activated our help center, which caused all of our existing end-users to become unverified. This includes not only new users, but users who have been sending us tickets for years.
Our help center limits ticket submission to logged in users, but the login is based on JWT sso. We do not require users to set up a password (since their login is done through our website). We do not want them to create a separate login credentials.
How can we bulk verify all of them? Or to disable this option for good? This is causing a lot of confusion for them, and frankly, also for us (its was unclear that verification would be a “side effect” of the help center activation)
0
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.
1
Christophe A.
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.
0
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.
0
Dane
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.
0
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.
0
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.
0
Fellipe M.
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 totrue. 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.
Best,
-1
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.
1
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