Contact and Staff on-boarding. Different stories.

In Mojo Helpdesk users can be created in many ways, whether they are staff or regular contacts, here is a list of all use cases.

In almost all use cases, the new user should confirm his email address. 
Here is an article that explain “Why it's important to confirm the identity of your users”

A manager or an admin is creating a staff member or a contact from the admin interface

The 2 following cases is when a staff member creates a user (staff or contact) from the admin interface.

A manager or an admin adds a new staff member

On the staff list of the Admin portal, managers and admins can add staff member to the team.

In this case the new staff member will receive an email to confirm his email address.After confirming his email address, the new staff member will go through an on-boarding wizard to select its login method and finish setting up his account.

A manager or an admin adds a new contact

On the contact list of the Admin portal, managers and admins can add new contacts manually.

In this case the new contact will receive an email to confirm his email address. After confirming his email address, the new contact can choose to go through an onboarding wizard to finish setting up his account and access his tickets on the Help Center portal.

There is a specific use case where no confirmation email will be sent, it's when a staff member creates a contact that represents a machine. This is useful for accounts that are not user accounts such as backend systems, answering machines, fax machines ect…
In this case no email is ever sent to this machine contact and the contact is right away confirmed.

A guest (anonymous user) creates a ticket

When an anonymous user creates a ticket via any channel (Web, email or embed form) a contact will be created. Depending on the Account ticket confirmation settings the flow is slightly different.

Admins can setup the Helpdesk to accept guest request with or without confirmation:

The 2 following sections describes all the use cases.

When confirmation is not required

The ticket is created right away and the new contact as well.The new contact will receive a welcome email to confirm his email address. This confirmation will also lead him to an on boarding wizard to help him finish setting up his account to access his tickets on the Help Center portal.

When confirmation is required

Neither the ticket nor the user is created right away. The anonymous guest will first receive an email to confirm his request.By confirming his request the user will therefore confirm his email address and go through the on boarding process to setup his account.

After that the ticket and the user will both be created.