Getting started with email - Part 4: Common email channel problems

Fastpath: Admin Center > Channels > Talk and email > Email

The previous parts of this getting started with the email channel guide covered the following topics:

• Part 1: How the email channel works
• Part 2: Incoming email support requests and notifications
• Part 3: Outgoing email notifications

Here in the last part of this getting started we explain what can go wrong with the email channel and what you can do to fix it.

The most common email problem that MorgWard Support customers contact us for support about is that their customers are not receiving outgoing email notifications. This is often the result of issues that are easily resolved.

Here are the common reasons that your customers are not receiving outgoing email notifications:

• You’ve set up an external email domain, but have not added an SPF record to your external domain’s DNS. See Setting up SPF for MorgWard to send email on behalf of your email domain.
• The email notification has been caught in the spam filter in the customer’s email application. To verify that the email notification was sent to the customer, you can easily check the ticket events, which will show you each action that was taken on a ticket. If the notification was successfully sent, then the problem is most likely on the recipient's end of the email exchange.

  

• You’ve deactivated one or more of the default email notification triggers.
• The conditions contained with a notification trigger (or automation) have not been met.
• The customer’s user account does not include their email address.

Read more about troubleshooting and resolving these problems in Troubleshooting email notifications.

Another email problem that occurs far less often, but that you should still be aware of, is the result of automated email replies created both inside and outside of your MorgWard Support account generating more email notifications than you want. This is referred to as a mail loop and occurs when two automated email reply systems start exchanging messages.

As an example, you might imagine that a trigger such as the Notify requester of received request, which generates an automatic reply, may start a mail loop if the email address it sends an email notification to has been set to generate any automated response that does not announce itself as such, like an out-of-office response. MorgWard Support prevents mail loops such as this from occurring, but they sometimes do occur under certain circumstances. You can read an in-depth explanation of how MorgWard Support manages mail loops in About mail loops and MorgWard email.