Verifying an end user's email address

When you have an activated help center, verification emails are sent to users who register. Ideally, users will verify their email address as soon as they receive the verification email message, but agents can also verify an end user's email address on the user's behalf.


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Summary: ◀▼
You can verify end users' email addresses on their behalf to ensure they can submit support requests and access the help center. Verification is essential when registration is required, preventing unverified users' tickets from appearing in active views. Agents and admins can verify emails, resend verification emails, and identify unverified addresses to manage user access and support ticket flow effectively.




When you have an activated help center, verification emails are sent to users who register.
Ideally, users will verify their email address as soon as they receive the
verification email message, but agents can also verify an end user's email
address on the user's behalf.
If you require users to register before submitting a
request, but a user doesn't verify their email address, they
won't be able to create a password to sign in to your help center to submit
a request. Any support requests submitted by the unverified user through
email will remain in limbo in the Suspended tickets view. The ticket won't
appear in your other views, and an agent cannot work on it.
This article covers the following topics:
Verifying a user's email address on their behalf
When to verify for
users
Identifying unverified email addresses




Verifying a user's email address on their behalf

Agents and admins can verify a user's email address on their behalf.
Agents can verify end-user accounts only. Admins can verify all
users except the account owner.
You can also resend
the verification email so that the user can
verify their own email address. Or you can verify user email
addresses when adding users via the API (see Zendesk API: Users).
In that case, you might want to disable verification emails for
users (see How can I disable end user verification
emails?).


Note: The options for verifying email addresses are not available
until you activate your help
center.


To verify a user's email address on their behalf
After you add the user (see Adding end
users), open the user's profile.
Click the down arrow next to the user's email address
and select Verify Now.




The user's email address is immediately verified. If the user has
submitted any support requests, those requests are not
automatically added as tickets to views but can be manually
recovered from suspended tickets.
After the user's email address has been verified, you may also want your
users to have a password. The password is required if users want to
sign in to your help center. Like email verification, the user
should create their own password. However, you can create passwords
for them. You must be an administrator to use either of these
options:
Reset the password in the Security tab of the user's
profile (see Resetting user passwords.)
Use the Zendesk API (see Zendesk API:
Users)





When to verify for users

If your Zendesk Support is configured to require users to register, each
user must create an account, verify their email address, and also
create a password. You may want to verify for your users in these
cases:



Testing - You are testing your workflow, and you
want to create test users and tickets to test
automations and triggers. You can add some test
users for email accounts that you own and easily
verify those new users.

Adding Agents or Known Users - When adding new
agents (or other known users) to your account
because you know that their email addresses are
legitimate, you can verify them as you add
them.





Identifying unverified email addresses

If a user doesn't have a verified primary email address, a warning icon
( ) is
displayed next to the email address on the Customers page. If
you hover over the icon, you’ll see the text “Unverified email.”

If an email address is unverified and owned by an existing user with a
verified primary address, Zendesk flags the ticket with User has
yet to confirm ownership of the address used to deliver this
email. If you aren't certain the email was sent from
that user, consider resending a verification
email, reassigning the ticket to a security group for
review, or solving the ticket with due caution.

On the Customers page, you can search for users with verified
or unverified identities using the is_verified
term. However, users with any verified identity, not just an email
address, are included in the search results. For example:


is_verified:false Sunita returns all
users named Sunita who don't have a verified
identity


is_verified:true returns all users with
a verified identity




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