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A verified email ticket is a ticket whose email address matches a customer logged in on your web support portal.

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When a ticket is email verified

A ticket is email verified only when both of these are true:
  1. The web support portal is enabled for your company.
  2. A customer who is logged in on the web support portal creates the ticket there, and the email on the ticket is the email they logged in with.
Tickets opened from inbound email or the in-app help center are not email verified. A ticket started on the web support portal is also not email verified when the customer is logged out, or when the email on the ticket is different from the login email.

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Web support portal

A logged-in customer sees only email-verified tickets for that login email on the web support portal. When a customer reopens a verified email ticket, the follow-up stays email verified.