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 they prove they own the address, 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

What verifies a contact

A contact becomes verified when they:

• click the activation link in a Mojo email
• sign in to the help desk portal
• send a ticket or a reply by email, which shows they can receive mail at that address

An admin can also mark a contact as verified (see below).

What unverified means for a contact

An unverified contact cannot open the help desk portal. Nothing else changes: their tickets are received, assigned and answered like any other ticket.

How agents see the verification status

When Enforce email authenticity is on, a contact who has not verified shows hasn't signed in yet in muted text, next to a verify menu and a question mark icon that explains what it means. You see it on the contact card (click the contact's badge on a ticket), on the contact's profile, and in the contact list. A staff member who has not accepted their invitation yet shows invited.

When the setting is off, there is nothing to verify, and the same place shows never logged in for a contact who has never signed in.

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

Turning Enforce email authenticity off marks every contact who has not verified yet as verified (the account owner excepted). This runs in the background and can take a few minutes on a large help desk.

To manage the verification status of a user

From the verify menu:

• send activation email sends the contact a link to activate their account. Agents with a Manager role or above can send it.
• set as verified now marks the contact as verified straight away. Only Admins and the Owner can do it, and only while Enforce email authenticity is on.

Both actions are recorded in the event log.

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