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Error: Your support request could not be processed

This article addresses an error that occurs when approving tickets using email.

First published date

10/19/2018 4:27 AM

Last published date

9/10/2020 2:25 PM

Overview

When you approve tickets using email, the following error displays in the console: 

We're sorry, your E-Mail address was not recognized by the helpdesk, so your request for support could not be submitted.

Product section

Web Help Desk

Cause

Duplicate client account. 

Resolution

Delete the duplicate account. 

  1. Log in to Web Help Desk as an administrator.
  2. Click Clients in the toolbar.
  3. Search for a client account with an email address.
  4. If a duplicate does not exist, add a filter to the search:
    Inactive-Yes
  5. Delete the duplicate inactive account.