Why are my customers not mapped to their organization when they contact us?

Question

I turned on domain-mapping to an organization, but the users with that email domain were not added to the organization. Why doesn't the mapping work?

Answer

For the system to automatically add an existing user to an organization through user mapping, they must have a verified email address. An end user completes the verification process when they click the link provided in the verification email from Zendesk. The domain-mapping process doesn't add existing users with an unverified email addresses.