Announcing improved verification display in the customer list

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
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<td style="height: 22px; width: 33.3333%;">May 6, 2026</td>
<td>May 6, 2026</td>
<td style="height: 22px; width: 33.3333%;">May 11, 2026</td>
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</table></figure><p>We’re excited to announce a change to the verification status icons for end users.</p><p>This announcement includes the following sections:</p><ul>
<li data-list-item-id="e825852baad6754bb0f55c53efa1ff75c">What is changing?</li>
<li data-list-item-id="e54de8dcd7dc45daed1eb13f245005c31">Why is Zendesk making this change?</li>
<li data-list-item-id="e0e77b7d19664925a7a4ade1b09e5076d">What do I need to do?</li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>We’re updating how email verification status is displayed in the Customer list to make it clearer and more consistent across the Customer List and User Profile page.</p><p>Previously, verification indicators were not shown consistently. In the user list, the unverified icon in the user row was based on whether the user was verified, while on the user profile, the icon next to the email address was based on whether the primary email was verified. This could create confusion when a user appears verified in one place but unverified in another.</p><p>With this update, we are introducing a clearer and more consistent approach:</p><ul>
<li data-list-item-id="eac70667af1a61df6adda85afa766d6a1">An “unverified user” icon will appear next to the user’s name when the user is not verified.</li>
<li data-list-item-id="e22a8b821b2f3d550a253fe4d1618f69d">An “unverified email” icon will appear next to the email address when the primary email is not verified.</li>
</ul><p>This change provides a more intuitive experience and makes verification status easier to understand.</p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>The previous display made it difficult to determine at a glance whether a user's primary email was verified, especially when they had multiple identities. By separating user-level verification from email-level verification, you'll have clearer, more accurate information about your customers' verification status.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>This feature will be available on your account by default. No action is required.<br><br>This change will be rolled out gradually. Once available in your account, you'll see the updated verification icons in your customer list</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer">Community forum </a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener noreferrer">Zendesk Customer Support</a>.<br><br> </p>