The Pending Confirmation List
The pending confirmation list is a holding queue for ticket requests submitted by anonymous or unregistered users who have not yet verified their email address. These are not tickets yet. A request becomes a ticket only after the requester clicks the confirmation link sent to them, or an agent approves it manually.
This is an anti-spam measure. Email addresses are easy to forge, so without a confirmation step anyone could submit tickets on behalf of someone else.
When tickets land in the list
Three settings under Waffle icon > Account Administration > Tickets > Settings control this behavior. All three apply only to anonymous (not logged-in) submissions. Logged-in users on the customer portal always create tickets directly.
Web channel: confirmation needed for tickets created from the Help Center (Default: off)
When on, a request submitted through the Help Center web form goes to the pending confirmation list if the submitter is not already a contact. If the email belongs to a known contact, the ticket is created immediately.
Email channel: confirmation needed for tickets created by email (Default: on)
When on, an incoming email from an address that is not yet a contact is held as a pending confirmation request. If the sender is already a contact, the ticket is created immediately.
Web & Email channel: confirmation required even when the user is already a contact (Default: off)
When on, every anonymous web or email submission requires confirmation, even from known contacts. This removes the existing-contact shortcut from both channels above and is the maximum-security setting.
Out of the box, emails from unknown senders go to the pending confirmation list but web form submissions do not. This asymmetry is the most common reason email tickets appear stuck.
How to review and approve pending tickets
Agents with a Manager role or higher can review the list at Unassigned > Pending Confirmation.
- Select a request to preview it.
- Click Approve to create the ticket, or Discard to remove it.
Regular review of the pending list is recommended to avoid legitimate tickets going unnoticed.
Confirmation and expiry
- The requester clicks the confirmation link in the email. The ticket is created automatically and the contact is marked as confirmed.
- An agent approves the request from the pending confirmation list. The ticket is created and the contact is marked as confirmed.
- An agent discards the request, or it ages out. Requests older than 30 days are deleted automatically. The confirmation link expires after 10 days.
For the full list of ticket security settings, see Ticket Security Settings.