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Web help desk Client is unable to submit a ticket via email, and error messages say: "We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted."

This article described an issue when a client is creating and submitting a ticket request via email. However, the Web help desk is unable to process it and convert it into a ticket.

First published date

11/8/2018 1:16 PM

Last published date

8/25/2022 12:11 AM

Overview

 

Web helpdesk is sending notifications with error messages to the Clients when creating ticket request via email  trying to save the email account:

"We're sorry, your e-mail address was not recognized by the help desk, so your request for support could not be submitted."

 

Product section

Web Help Desk

Cause

  • The email received by the Incoming Mail Account does not match a Client or Tech account
  • The Client Can Create Account option at Setup > Clients > Options is set to Only if the Client's e-mail matches an Accepted Domain, and the sender's e-mail does not match an accepted domain.
  • There maybe a duplicate client account for the sender

Resolution

  • Verify that the sender has an existing client account in Web Help Desk
  • Verify that the sender does not have a duplicate client account - Go to Clients > Advanced Search and use the "inactive" option and search for a duplicate of that email address for an account that is inactive. If there is one, delete it.
  • Verify that the sender's e-mail address that passes the restriction if any set:
    • - Setup > E-Mail > Options > 'Create Accounts for Unrecognized Senders'
    • - Setup > E-Mail > Outgoing Mail Accounts > [Outgoing Mail Account] > 'Accepted Domains' 
    • - Setup> Client Options > Client Can Create Account
  • Go into each one of those LDAP connections (the enabled ones) and make sure the connection works using the "Test Settings" button at the bottom. If any one of them fails, you need to disable it.