I can create a contact for a customer, create a ticket and generate an initial response to the customer. The customer will receive that email and be able to reply to my response, even if they are not a verified contact, which circumvents the customer needing to validate their account. I have been over the settings and do not see any automation's for something like this.
When agents are creating a ticket they are already in assistance mode with the customer and simply generate the contact, generate a ticket for that contact and send. Agents do not have a frame of mind of create the contact, send an activation email, WAIT for the customers activation and then generate a ticket.
I would think that when an agent generates a contact for a customer, generates a ticket and sends an initial response, the customer should not be able to reply until they are validated. THAT would also help to keep down amounts of spam we all get.
If anything, customer should get an email stating a ticket has been created for them and to visit URL X to validate their account for further assistance.
As it is, we have 25,000 unverified contacts in our system with no way to bulk send an activation to the lot without being stuck at doing it at 30 customers at a time. Using the ALL button only allows 30 customers per bulk action.
I have no issues being the dummy here and someone saying "You can achieve this by....". At this stage I feel the only stupid question is the one not asked.