Why do users receive activation emails for the support portal even though they are already users of the Resilinc customer platform?

Created by Atif Ikramuddin, Modified on Tue, 20 Jan at 6:48 PM by Atif Ikramuddin

Support portal activation emails are generated by Resilinc’s ticketing system (Freshdesk) and are not sent by the Resilinc application platform.
When a user emails the Resilinc Support address:
Freshdesk automatically creates a support ticket
If the sender’s email address does not already exist in Freshdesk, it creates a new contact
As part of this process, Freshdesk sends an automatic portal activation email so the user can log in and track their support tickets
Since Freshdesk and the Resilinc platform are separate systems, Freshdesk does not recognize whether the user is already an active Resilinc platform user.