Quick Help

Knowledgebase is a categorized collection of answers to frequently asked questions (FAQ) and articles. You can read articles in this category or select a subcategory that you are interested in.



 I didn't receive an email from someone but get other emails

Solution

If someone reports that they sent an email to you, but you didn't receive it, please get them to forward their email to an alternative address that you can access, then include the headers (or all of the email) in your support ticket.


More than 80% of "email not received" support tickets are later identified as user error at the sender end, which results in the client that created the support ticket being charged for unnecessary support.

If we can see the "sent" email header, we can verify the destination address is correct and also see email details (e.g. sender address and time) that will allow us to search the email server logs. Without this information, it is difficult or even impossible to identify the cause or eliminate potential causes.

 

 

 
Was this article helpful? yes / no

Article details

Article ID: 19

Category: Knowledgebase

Date added: 2014-02-13 15:23:44

Views : 8999

Rating (Votes): Article rated 3.8/5.0 (29)

 
Powered by Help Desk Software HESK, in partnership with SysAid Technologies