How do I update the primary email address of a user?

Question

I want to update the primary email address of a user but, when I do, it reverts to the email address that is verified already. How do I update it?

Answer

When an email is verified, if you try to edit it, it will revert to the email address that is verified already. In these cases, to update the primary email address, add a new email address as a secondary, verify it, and then make it primary. However, Zendesk won't notify the end user of this action. For a demonstration, see the video below:

For further instructions, see this article: When I try to update my email address the option is grayed out.