Starting March 10, 2026, Zendesk will require one-time email verification for submissions from anonymous users via the help center web form. Anonymous users are those not signed in when submitting.
What’s changing?
Anonymous users must verify their email before their tickets are accepted. Unverified tickets will stay suspended with no notifications sent, including confirmation emails.
Admins and agents can manually recover suspended tickets if needed.
Why this change?
To prevent abuse from attackers sending large volumes of unsolicited tickets and emails, this verification step protects your business, agents, and customers.
This workflow applies to anonymous requests created through:
- Web form on Support page (support.noosh.com)
This does not apply to:
- Signed-in users submitting requests
- Agents creating tickets
- Requests via support email
- Requests through Messaging channels
- API requests to /api/v2/tickets
Learn more: Zendesk article
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