Plan requirement
| Subscription | Any plan |
| Access | Admin |
An agent's addresses decide how they sign in and which mail Zendesk recognises as theirs, and why offboarding has to look at every one of them.
Manage them
- Open the team member in Admin Center.
- Add or remove an address.
- Set which one is primary.
- Have them verify a new address.
The primary address does the work
Sign-in and notifications use it. Changing it changes how somebody gets into Zendesk, so tell them before rather than after.
Why a second address helps
Somebody who writes in from another address is recognised as themselves rather than creating a new record. That matters most for staff who also appear as customers.
Name changes
When somebody changes their name and their address changes with it, add the new one before removing the old. Removing first can leave them unable to sign in until it is fixed.
Never a personal address
Access should end when employment does. An account tied to a personal address survives offboarding, and nobody will notice.
Verification is required
A new address has to be confirmed by the person before it works. Adding one and assuming it is active is a common small mistake.
Check during offboarding
Look at every address on the record, not just the obvious one. A second address is exactly how an account keeps working after the main one is disabled.
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