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.
Do it for a user
- Open the user's profile.
- Click the arrow beside the email address.
- Select Verify Now to mark it verified straight away, or Resend verification email to send the customer another link.
Verify Now is the more useful of the two. It skips the email entirely, which resolves the "I never got it" conversation in a click. Agents can do this for end users; only admins can do it for team members.
Resending needs an active help centre. Without one there is no page for the link to lead to, so the option does nothing useful.
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 first address on a new user. Once that primary address is verified, any address you add afterwards is verified automatically and no email is sent, which surprises people expecting a second round of confirmation.
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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