Plan requirement
| Subscription | Any plan |
| Access | Agent |
Yes. You can sign in to your account with either your primary or a secondary email address. What only goes to the primary is the password reset email, and that difference explains most of the confusion around this.
Why do my notifications go to the wrong address?
The reset never arrives. Somebody signs in with their secondary address, forgets their password, asks for a reset, and waits for a message that was sent to an address they may not be watching. They conclude the account is broken. It is not: the reset went to the primary.
The address was never verified. Adding an address sends a verification message, and the address only becomes valid once the person has confirmed it. An unverified secondary address behaves as though it is not on the record at all, which looks exactly like the sign-in being refused.
So when somebody cannot get in, ask which address they typed and whether they ever clicked the verification link. That pair of questions resolves this faster than resetting a password that was never the problem.
With single sign-on it is different
Your identity provider decides, and Zendesk matches on the address it sends. If the mapping sends an address that is not on the record, the sign-in fails or creates a new user with none of their history.
That is worth checking whenever somebody's email domain changes, because the provider keeps working and Zendesk stops recognising them. If the person needs to work from a particular address permanently, making it the primary is the tidy answer: the old one stays as a secondary, so mail from it still reaches the right record, and password resets follow the address they use.
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