Plan requirement
| Subscription | Any plan |
| Access | Agent |
Verification confirms an address belongs to the person using it, and it matters most where customers sign in.
How it works
Zendesk sends a message to the address with a link. Clicking it marks the address as verified on that user.
Trigger it for a user
- Open the user's profile.
- Find the email address.
- Send the verification.
When it matters
- Help centre access. An unverified address may not be able to sign in and see their own requests.
- Restricted content. Where articles are limited to certain users, verification is part of establishing who someone is.
- A second address added to an existing user, which needs verifying before it can be used.
When it does not
Email tickets work without it. A customer who has never signed in and only ever emails you does not need a verified address, and chasing verification for those users is effort for nothing.
Where it goes wrong
The verification message is automated, so a customer's spam filter is the usual obstacle. If someone says they never received it, check the ticket events to confirm it was sent, then ask them to look in spam before resending.
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