The unverified contacts are the contacts who have not activated their email address or have never logged into Freshdesk. You can resend the activation emails for these contacts and they can verify their account by clicking on the activation url.
- Go to the Customers tab > Contacts
- Click on the hamburger menu in this page and then choose 'Unverified Contacts' from the various lists
- All the contacts that are unverified on your helpdesk will show up
- Click on or check the required contacts from the list and hit the 'Send activation email' button
If a verified contact is unable to access their account, an agent can either set a password on their behalf and share it with them or trigger a password reset by going to the customer portal and clicking on the 'Forgot password' link.