Email Address Confirmation and Verification

Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created, an email is automatically sent to inform them of their new account. The contact remains unverified until the contact clicks on the verification link in the email, or until a Mojo admin marks the contact as verified.

This is a security measure designed to:

• Protect against scammers
• Confirm that the action taken (account creation or ticket submission) is legitimate
• Highlight any suspicious activity to agents

Unverified contact indicator

Unverified users can submit tickets, which means there is a risk of impersonation.

To ensure agents are aware of the contact's status, Mojo Helpdesk provides several visual indicators. For example, when viewing a ticket, a red exclamation point appears next to the contact icon.

Clicking on the contact badge will bring up their contact card.

The unverified contact indicator is also displayed on the contact list, and on the contact's profile.

To manage the verification status of a user

Agents with an admin or manager role can:

• Mark the account as verified if the email is trusted
• Resend the activation email to the user for them to activate their account via the email link

1. Click on the waffle icon on the upper right
2. Select Contacts
3. Search for the user or filter the contact list for unconfirmed only
4. Click on the contact's profile
5. Click the verify drop down
6. Select whether to 
   1. send activation email
   2. set as verified now

Important: Admins must mark a contact as verified only if the email is trusted