Why email confirmation is important?

Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created, they receive a confirmation email and remain unverified until they click the link within that email.

Why email verification matters for agents

Unverified users can submit tickets via the web or email, potentially impersonating others, such as a company's boss. This could lead to agents fulfilling fraudulent requests and making costly errors. Conversely, the actual boss would receive a confirmation email to verify their identity.

Mojo Helpdesk provides several visual indicators to help you determine if you are interacting with the true owner of an email address.

• Ticket View: A badge appears next to the contact icon.

• Agent Portal Ticket View: A warning is displayed on the contact details.

• Contact List: An indicator is present.

• Admin Interface (Contact Details): An indicator is shown.

By observing these cues, agents should aim to ensure contact email verification by using the "send activation email" action. Once the contact clicks the link in the activation email, their email address status will change to confirmed.