Forum Discussion

leighfox66's avatar
leighfox66
New Member
2 months ago

Email Responses from Helpdesk not being sent

We are using Helpdesk for HR support. When a user emails in everything happens as it should, except for a couple of users. They receive no emails from the system at all - no acknowledgement, no responses. I have run an Exchange mail trace for the inbound email address and I can see plenty of emails coming in, but none for those two users. It's almost as if they aren't being sent or are being blocked somewhere before they get to us.

Has anyone else seen this behaviour? Does anyone have any ideas?

Thanks!

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi leighfox 

    Welcome to the Community. I can check if the emails are being blocked, I would need the email addresses. You can PM me, just click my username KateG and in the next window you will see an option to message me on the top right. Thanks.