To ensure the security of our platform and protect our customers from unsolicited spam, we have updated our ticket submission process for users who are not currently signed into our Help Center.
What is Changing?
Starting March 9, 2026, if you submit a support request via our web form or the support widget while logged out, you will be required to complete a one-time email verification before your ticket is processed by our team.
How it Works
Submit Your Request: Fill out the support form or widget as usual.
Check Your Inbox: You will receive an automated email from our system asking you to verify your email address.
Confirm: Click the link in that email to verify your identity.
Ticket Activation: Once verified, your ticket will be officially created, and you will receive your "Request Received" confirmation with your ticket number.
Note: Our support team will not see your request until the email verification is complete. If you do not verify your email, the ticket will remain in a "Suspended" state and will not be assigned to an agent.
Why are we doing this?
This added layer of security prevents automated "bots" and bad actors from using our support systems to send unauthorized emails. This helps us keep our response times fast and our communication channels secure for all legitimate users.
Frequently Asked Questions
What if I didn't get the verification email? Check your spam or junk folder. The email is sent immediately after you hit "Submit."
Do I have to do this every time? If you have already completed the verification process, or you are signed into your account on our Help Center before submitting a ticket, you will skip this step entirely.
What if I'm using the Support SDK in a mobile app? The same verification process applies to anonymous submissions within our mobile applications.
Article Version 1.0 9/14/2026