Plan requirement
| Subscription | Any plan |
| Access | Admin |
Adding an address, verifying it and only then making it primary. The order is not optional, and the account owner is a special case. Only the account owner or a Support admin can manage these addresses, for themselves or for anybody else.
Add an address and make it primary
- In Admin Center, go to People > Team > Team members and select the team member.
- Open the Account tab and click Add an email.
- Enter the address and click Save. A verification link is sent to it.
- Once the person has followed that link, click the options menu next to the verified address, select Make primary and click Save.
If the verification mail does not arrive, use Resend link rather than adding the address a second time.
Two things you cannot do
Delete a primary address. There is no route to it. Changing somebody's primary address is always add, verify, make primary, and then delete the old one if you want it gone.
Hand the account over from here. Transferring ownership is a different task with a stricter rule: only the current account owner can do it, and Zendesk will not do it for you. If a handover depends on that, start there rather than with addresses.
Why the order matters
Make primary is only active once the address has been verified, so an unverified address cannot become primary however urgent it looks. That is the step teams skip when somebody's name or employer address changes and they try to correct it in one sitting.
The primary address receives all email notifications, including security-related ones. Changing it changes where those arrive, so tell the person before rather than after.
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, and nobody notices because nothing visibly breaks.
For the same reason, keep personal addresses off team member records. Access should end when employment does, and an account tied to a private mailbox survives the whole leavers process untouched.
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