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.
When an email is sent by an agent to a customer from Freshdesk, a new contact will automatically get created and when the customer responds back, the response will ideally be received in your mailbox first and only through the mailbox forwarding setup the response will be added as a reply in your Freshdesk instance. So Freshdesk will simply forward everything that is received in your mailbox as the forwarding is set up at the mailbox level. The only way to prevent the customer response from being added as a ticket in Freshdesk would be to setup a filter in your mailbox since Freshdesk does not control the emails you receive to your support mailbox.
With respect to the unverified contacts, we would be able to limit the unverified users at the portal level. If the user is not unverified they would not be login to your portal to raise a ticket or check the current ticket status, provided you set the option as Logged in users under Admin >> Portal >> Settings >> Who can submit a new ticket on portal.
Also, make sure to toggle on the "User activation email" under Admin >> Email notifications >> Requestor notifications to automatically trigger the activation email when a contact is created.
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