When your support sends replies to tickets via email, the customer may not receive them because their email server rejects messages from your support address. This article provides guidance on resolving such issues by ensuring your support email address is added to the customer’s email server whitelist.

Steps to Resolve

1. Identify the Issue: Verify that the customer’s email server is rejecting emails from your support address. This is typically indicated by error messages or bounced emails.

   

2. Request Whitelisting:

   • Ask the customer to contact their IT administrator or email service provider.
   • Instruct them to add your support email address to their whitelist or safe sender list.

3. Verify Resolution:

   • Once the customer confirms the email address has been whitelisted, test communication by sending a reply to their ticket via email.
   • Ensure that the email is successfully delivered and received.

Troubleshooting

The Customer Does Not Receive the Ticket Reply

Confirm whether the customer’s email server rejected the message. Review the available error message or bounced email for delivery failure information.

The Support Email Address Is Not Whitelisted

Ask the customer to contact their IT administrator or email service provider and add the support email address to the email server whitelist or safe sender list.

Emails Are Still Rejected After Whitelisting

Confirm that the correct support email address was added to the customer’s whitelist or safe sender list. Ask the customer to verify the configuration with the IT administrator or email service provider.

The Email Delivery Issue Persists After Whitelisting

Send another reply to the customer’s ticket and confirm whether the customer receives it. If the message is rejected again, review the new error message or bounced email.

Frequently Asked Questions

1. Why is the customer not receiving ticket replies sent through email?
   The customer’s email server might be rejecting messages sent from the support email address.

2. How can the customer allow emails from the support address?
   The customer can ask the IT administrator or email service provider to add the support email address to the whitelist or safe sender list.

3. How can I identify whether the customer’s email server rejected the message?
   Review the available error messages or bounced emails for information indicating that the message was rejected.

4. How can I verify that whitelisting resolved the issue?
   After the customer confirms that the support email address has been whitelisted, send another reply to the ticket and confirm that the customer receives it.