A support ticket is only as fast as the notification that tells you it was answered. If our replies land in a junk folder, tickets stall and neither side knows why.
Confirm this before you need it
Open one low-stakes ticket at a quiet moment and check that the reply arrives in your inbox. Doing this once, deliberately, is far better than discovering a filtering problem during an outage.
The usual causes of a missing reply
- The reply is in junk or quarantine. Check both. Many business mail systems hold messages in an administrator quarantine that the user never sees, and send a digest that is itself easy to miss.
- Your mail filter is aggressive. Automated notification mail is a common false positive. Add our address to the safe senders list, and if your organisation filters centrally, ask whoever administers it to allow it.
- The ticket is on a different email address. Tickets are associated with a contact. If a colleague opened it, the notifications go to them.
- Your own mail is the thing that is broken. If you are reporting a mail problem, our replies may be caught by the same fault. Give us an alternative address or a phone number in the ticket.
- The mailbox is full. A mailbox at quota rejects new mail silently from your point of view.
Check the portal rather than the inbox
Every ticket and every reply is visible in the Support section of the client area, regardless of what happened to the email. If you are waiting on an answer, look there first. It also shows the ticket status, which tells you whether we are waiting on you.
Email History in your account menu lists every message the system sent, with timestamps. If a message appears there but never arrived, the problem is delivery on your side and we can help you find where it stopped.
Do not open a duplicate
If you think a reply was missed, check the portal and then reply to the existing ticket. A second ticket about the same problem splits the history and typically makes both slower.
Keep contacts current
The most reliable single fix is having more than one working address on the account. If notifications go to one person and that person is on holiday, has left, or has a full mailbox, everything stops. Add a second contact and, where you can, use a role address such as it@yourcompany.com that survives staff changes.
If nothing has arrived at all
Call us. It is faster than investigating a mail delivery problem through the medium that is failing.
