Email Address Confirmation and Verification

Mojo Helpdesk uses email addresses to uniquely identify contacts. When a new contact is created or when a contact creates an email for the first time, an email is automatically sent to confirm the action. 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 enable requiring email verification

By default, email verification is disabled. This means users can interact with Mojo without confirming their email address. Agents with an admin role can change this setting to require verification for added security.

To manage email verification settings:

  1. Click the waffle icon on the upper right
  2. Select Account administration
  3. Navigate to Account > Security
  4. In the Settings section, toggle Enforce email authenticity
  5. Click save

To manage the verification status of a user

If email verification is required by help desk admins, 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