Question

For Support accounts utilizing a custom form, is it possible to disable end user verification emails for first-time ticket submissions?

Answer

While it isn't currently possible to fully disable end user verification emails, there is a workaround if your workflow includes a custom ticket submission form or a custom workflow to create end users.

When using a custom ticket submission form you can leverage theZendesk APIto verify the user as they're being created. If you have an open Zendesk Support account where anyone can submit tickets, creating a ticket automatically creates the user if they do not currently exist.

You can use the Tickets API to verify the user upon creation and therefore the verification email will not send.

Here's an example of a payload that would accomplish this:

{ "ticket": { "subject": "subject goes here", "comment": { "body": "Some question" }, "requester": { "name": "username goes here", "email": "email@domain.org", "verified": true } } }

The potential downside of this method is that any incorrectly entered email addresses will have automatically been verified, which means your users may not actually be receiving responses to those addresses.

Please reference our API documentation for further assistance on this process,Creating a ticket with new requesterandCreate or update user.