Verifying without activation email

This is a big problem, please take a look and implement this.

It is simple, freshdesk says unverified email, although we verified an email when received messages from this.  Then, received emails must be verified emails and this allows sync with google contacts.

Zendesk have contacts verification from admin panel, then if customer need to access to support center only request a password with his/her email and ready, no problems.

And there is one other thing, if a contact is not verified, when I try to add them to a reply as CC or BCC or whatever they don't show up when I type the email, I have to go to the contact and copy/paste their email address if I don't remember it. So, yes, all contacts should be verified by default, or at least as soon as an email is received from them in the system, since that means that the contact is active, valid, working, etc. If they need a password for the system they can ask about it later.

Ditto on this request.

I have simple SAML setup so authentication is done by our own website. 

Freshdesk, this issue is driving us nuts, we have tried to implement a proper hours tracker solution via your API (because again another thing Freshdesk sucks at is time tracking) and among the many issues we experience with the API whenever we try to do anything with a number of tickets "we get requester not found" via the API.

The reuqester is there just not verified it's causing us a lot of grief.

You send us these stupid company newsletters talking up the importance of customer service all the time, but from this forum topic your customers have been requesting this feature FOR TWO YEARS and you haven't listened.

LET ADMINS VERIFY ACCOUNTS IT"S NOT THAT HARD.

@ClubIT Support

Not that I don't wish this feature was built by now, but if you are using the API then you can use the state parameter to get "all" instead of the default "verified" list.

/contacts.json?state=all

@PaulTrappitt

With due respect you have no idea the details of what we are doing with the API, thanks anyway.

Abishek

said 5 months ago

2. Even if you manually activate the account, your customer would have set his password and that can happen only if he gets access to the link somehow.

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We use simple SAML, so authentication is done by our website, not the freshdesk system. This is where the system is falling short.

I don't need to have our employee's verify their email addresses nor do they need to set their passwords, since it's using our e-commerce website for authentication.

Just wanted to clarify.

I did find the option to suppress the activation emails going out, so that helps with working around spamming all our end-users.

Thanks.

Hello All,

From what we’ve gathered, the ability to support known/subscribed customers and moderate ticket from others seems to be the central issue. We are building a feature where you can whitelist and blacklist domains. Tickets from users belonging to whitelisted domains will be placed under your normal ticket view (existing) and those from blacklisted, under spam. 

When a new contact who does not belong to whitelisted or blacklisted domains raises a ticket, it will fall under your “awaiting approval” queue. Once you approve the ticket and therefore, the user, all his/her future tickets will be automatically approved. 

Could you tell us if this solution will address your concern adequately? 

Janani,

it might works, I have few questions:

• whitelist domains are populated from company domains?
• can I have a notification anyway when a new contact is requested? awaiting approval or not?

Alessio,

Company domains will be included in whitelisted domains. They needn't be explicitly mentioned again.

You'll receive notification for tickets (from new users) that are awaiting moderation.

Does that answer your question ? 

No that is NOT the central issue.  Why does FreshDesk absolutely refuse to see the need here?

In your proposed solution, how would users see and follow these "moderated tickets" ?  If a user can create a ticket without a registered account, how would they be able to login to the system and track/update the ticket?

What we all need and have asked for years now, is a way to just create user accounts and set the password for them ourselves without the need for a verification E-Mail to the user.  Why is this so difficult to understand?  Why keep coming up with other solutions instead of just giving us this simple feature that we have all been asking for?

I can understand fgioffre's frustration and would tend to agree the proposal doesn't meet the requirement. The requirement is as simple as he says. Be able to create accounts on behalf of users and not require any emails to be sent. I'm sure it's been said on this thread before, an example scenario is when we first moved to freshdesk we wanted to import all our contacts as already verified users, but this would have required emails to all our existing customers asking them to verify. This is not a good look, well for us anyway.

That said, the functionality you're proposing is in my opinion a nice add-on to what is being requested. We need to be able to create verified accounts manually and set passwords without emails needing to be sent to users, plus a way to handle new users from tickets (which is what you have proposed)

Sorry all, posted the proposal in the wrong forum. 

We’re still looking at a way to address the requirements around agents creating verified accounts for customers. I’ll keep this thread updated about our progress. 

SERIOUSLY ??? !!!!

This thread was started TWO YEARS AGO, and all we get is "We're still looking at a way to address the requirements..." ?  

We have already specified how to address the requirement:

• Allow an administrator to create a user account and specify the password.
• This account should be fully active WITHOUT requiring verification.

How about you (Freshdesk) listen to what your customers are asking for instead of telling us what YOU THINK we are asking for?

fgioffre,

We do understand the need and implementation suggested by you and others in this thread. And we fully agree on the usefulness of the feature. The proposed change might seem simple, but the scope of the problem is larger from possibly requiring changes in our storage tables to roles, permissions and security settings. While I do not have a concrete ETA to share with you at the moment, I’ll certainly keep this thread updated about the progress. We truly appreciate the patience you have shown all along and request you to kindly bear with us for some more time.

TWO YEARS ??  I understand sometimes things are not as simple as they look, but TWO YEARS?

You say that you understand but there has been no commitment from FreshDesk on implementing this AND past responses from admins here have always tried to tell us that we don't need the feature.

In these past two years, we have been working on more pressing requests. (you can find them here) However, I am not trying to offer any excuses.  We have been emailing participants of this thread for a deeper understanding of their use-case to get a well rounded perscpective - those using fresh desk for internal purpose, those with single sign on, etc. I can assure you that we haven’t neglected this feature. We will be able to commit to a solution when we tie up the loose ends and corner cases. We are committed to giving the smoothest possible helpdesk experience to all of our customers. 

Thanks for your patience and understanding. As mentioned earlier, I’ll post updates as we make progress.

Hi James,

We completely understand that Admins of an account should be able to control, who gets to contact them and who does not. We are working on improving contact management as a whole in Freshdesk. But since that is going to take sometime we are looking at implementing an interim workaround. I do not have a concrete timeline at the moment, but we are actively working on enhancing this workflow. Please feel free to send us your exact requirement, we might be able to help you customise freshdesk to your needs.

REALLY ????????

This is ridiculous.  Literally YEARS after making this request, all we get is yet another "we are working on it" and "please provide requirements" ?  Are you kidding?

The EXACT REQUIREMENTS have been detailed by many people here in this forum.  We need to have a way of creating user accounts WITHOUT sending that user a verification E-Mail.  Just let us create the account, set the password, and activate the account, without sending an activation E-Mail to the new user.  PERIOD.  THEN END.  How much simpler can we say it?

If this E-Mail has a harsh tone, then so be it.  We have all been asking the same thing for years.  Are your programmers working with stone tablets and chisels?  Is anyone there listening to your users (that would be us)?  Can we stop getting simplistic, form-letter, patronizing responses here?  Can someone there take responsibility here and let us know why you refuse to get this done?

JUST TIRED OF THE SUPPORT WE GET HERE, OR LACK THEREOF !!!

Lol, it is a simple request isn't it. I've given up with Freshdesk now. It's clearly aimed at mass support via email rather than for small IT companies with a known group of supported clientele. I honestly don't think Freshdesk can get their heads around this concept!

What do all of the following have in common?

• Building the Freedom Tower in NYC.
• Developing Windows 10 (from initial beta to public release of RTM build).
• Growing of a human body from inception to the point where that child can walk, think, and speak.

ANSWER: They all took less time than implementing this feature by FreshDesk.

Hello Everyone,

We have implemented the ability to change password for a contact. This will be the first on many improvements in managing contacts. Admins, Account Admins and any other agent with "Play God with Admin" permission will be able to set password for contacts. Also, notifications will not be triggered when the password  is set/updated.

Let us know if you have any questions or comments.