Zendesk recently announced the upcoming introduction of Anonymous Requester Verification for Help Center requests. While the security motivation is understandable, making this feature mandatory could create serious problems for existing workflows.
→ https://support.zendesk.com/hc/en-us/articles/10360295453082-Announcing-verification-for-anonymous-help-center-requests
Many organizations intentionally allow anonymous ticket submissions for legitimate reasons — such as embedded webviews, lightweight support forms, or systems where user identity is already handled outside of Zendesk.
With this upcoming change, those workflows may be forced to redesign their entire support flow, even though they are currently working without issue.
What makes this even more confusing is that Zendesk already allows administrators to control whether anonymous users can access the Help Center at all. If admins can decide that, why are we not allowed to decide whether anonymous request verification should be required?
Right now this feels like a forced security policy with no flexibility and no clear migration path for organizations relying on anonymous submissions.
If this feature is intended to improve security, it should be implemented as a configurable option in Admin Center, not a mandatory requirement.
Please allow administrators to enable or disable Anonymous Requester Verification based on their own workflow and security requirements.
We will be closing this post for future comments to encourage activity in the post I linked to above.