Support Emails Rejected by Customer's Email Server – How to Resolve

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.