Why email confirmation is important?

In Mojo Helpdesk, contacts are uniquely identified by their email address. 

New contact will always receive a confirmation email and will stay unverified until they click on a confirmation link inside this email.

Why your agents must care about contact email verification?

An anonymous user can create a ticket from the web or via email pretending to be someone else. For example the boss of the company by using his email. Therefore this person can make requests on behalf of the boss. If agents do not pay attention they can make costly mistakes. On the other hand if it was really the boss making this request, he will receive an email and asking him to confirm his identity by clicking on a link.

Mojo Helpdesk helps you know if you are dealing with the real owner of the email address with many visible cues on the user interface.

A badge next to the contact icon in the ticket view

A warning on the contact details on the agent portal ticket view

In the contact list

In the contact details in the admin interface

Using these cues, help desk agents should thrive to request email verification by clicking on the action `send activation email`. Once the recipient clicks on the email links he received, his / her email address will be marked as `confirmed`.