This process should be used when reporting a problem receiving an email

This process should be adhered to in each and every case in order to more quickly and effectively resolve the problem. This process will apply to any and all inbound email problems, whether they are delays, bounce backs, or otherwise. 

* Note: Any and All Outbound Email Issues should always be communicated to Technology2Realtiy support first.  A new ticket should be opened for each separate e-mail issue.

 
Steps

1)      Instruct your users to refer the sender to their support provider/email provider/administrator to investigate further. This is the most important step and must be completed each time.

2)      Your user should then be directed to our Email Support Forum at the Technology2Reality Support Center site: http://technology2reality.zendesk.com/forums/20178968-e-mail-support-forum for educational and reference purposes.

3)      If you would like Technology2Reality to assist in the inbound email problem investigation, send a full copy of the bounced email/NDR email to Technology2Reality support. A support ticket can be opened with Technology2Reality and the entire content of the bounced message/NDR should be pasted into the ticket.  The sender will need to provide your Firm (or the staff/user) the original bounced message/NDR that they received.  The sender can use an alternate email service to send you the bounced message if necessary (such as Gmail).

Each email issue must be dealt with individually and treated as an isolated incident.  For each case, a full description of the problem, sender’s email address, recipient’s email address, time and date of the incident and a full copy of any and all error messages received must be provided regardless of the supporting agency handling the case.  Without this information, any investigation and possible resolution will be delayed unnecessarily.