Goal: To understand why a user would send this back to us

Permissions: Agents doing Triage

This is the email that is generate when a person is trying to set up a new account or trying to recover their password. There are two primary ways that this comes into the help center. The first, and by far the most common, is if the user hits "reply" to this email. The second is if their email address is undeliverable it  it "may" come back to the originating email and thus into the help center.



OCCURRENCE: Although the validation code response emails are sent out frequently and 24/7/365, it is rare that a user will reply and have it sent back to us.

OBSERVATION: You need to look at this ticket to see why the user replied. If all that is list is a repeat of the numbers (like the above example shows), it indicates confusion on the part of the user. They are supposed to take those six digits and enter them into the appropriate box on the website. But instead they enter the numbers into the email and hit reply. This typically happens in situations where English is a second language and they don't understand the instructions. If there is no text other than our original text, it can also mean confusion but it is a little less clear why they are replying.  But if they give a reason for replying, you need to deal with what they are asking.

ACTION: If it appears that the person is confused, you should check their status in our system. You do this by copying their email address from this ticket and then going to Admin and using "Super Search." Enter their email address to see what their status is. If it comes up "no user found" then you know they never got to the point of correctly entering this code and they are stuck. You will then reply back to this email and offer help and proper assistance to get them enrolled. You can collect appropriate details and offer to do a force enroll. If they are enrolled and all is fine, you can close this ticket. If there is some other issue assign to Tier 2 or Tier 3 based on what the need is.  

SOURCE: Any site using validation code response