Understanding Verified and Unverified Users in BoldDesk
In BoldDesk, understanding the distinction between Verified and Unverified Users is essential for delivering secure, personalized, and efficient support experiences. These user states affect how tickets are handled, how communication is managed, and how trust is established between your support team and the end user.
Verified User
A Verified User in BoldDesk is someone whose email address has been confirmed—either automatically during their first login or manually by an admin through the agent portal. Verification ensures that the user’s identity is authentic, enabling secure and reliable communication.
Unverified User
An Unverified User in BoldDesk is someone whose email address has not yet been confirmed. This typically means they haven’t logged into the portal or their email hasn’t been manually verified by an admin.
Email Notification Requirements for Verification
For Contacts to receive a verification email, the email notifications for contact activation and contact verification must be enabled.
For Agents to receive a verification email, the email notifications for Agent Invitation must be enabled.
Agents may resend the verification link to the customer or contact if the original link has expired (if there was a delay in its use) or if the contact cannot trace the verification email.
How to Verify a User Manually
In BoldDesk, users are either a contact or an agent.
Manually Verify a Contact
This option is only available for contacts that have not yet clicked the initial verification link sent. Agents with appropriate permission can manually verify contacts. Learn more on Manually Verifying an Unverified Contact.
Permission to Verify a Contact
Agents can manually verify a contact only if they have Create or Edit Contact permission enabled, as shown below.
Manually Verify an Agent
For unverified agents, an extra option is available. The Verify Manually option allows you to mark the agent as verified on their behalf. Follow these steps to verify an agent:
- Navigate to Admin > Users and Permissions > Agents.
- Locate the Agent in the Agent listing page.
- Open the Agent details page.
- Use the “Verify Manually” option: For agents listed as Unverified, you’ll see an extra option: “Verify Manually.” Click this to mark the agent as verified on their behalf.
Permission to Verify an Agent
Agents can manually verify other agents only if they have “Manage Agents” permission enabled under the Admin module, as shown below.
After a user has been verified through their registered email address, their status cannot revert to unverified.
Frequently Asked Questions (FAQ)
Q1: What happens if a user is not verified?
Unverified users cannot access the portal; however, they can receive and respond to tickets by replying to the email notifications they received.
Q2: Can I resend a verification email?
Yes. Agents can resend the link if the original was lost or expired.
Q3: Is manual verification reversible?
No. Once a user is verified, their status remains permanent.
Q4: What permissions are needed to verify users?
Contacts: Create/Edit Contact permission
Agents: Manage Agents permission
