Getting an error Could not locate or create client with email 'XXXX' due to the following error: com.macsdesign.whd.util.ClientLocator$ClientLocatorException: No account exists for e-mail "XXXX". ” in the Web Help Desk (WHD)

By default, the WHD does not allow unrecognized senders to submit a support request; however, you can change the settings.

In this scenario, the WHD cannot recognize or locate the requester's email address, preventing the request from being converted into a ticket.

This issue occurs when "Create Accounts for Unrecognized Senders" is disabled in Web Help Desk (WHD). If enabled, Web Help Desk accounts will be created for unrecognized senders.

The recommended setting is to enable matching domain names only; WHD will automatically create an account only if the domain portion of their e-mail address matches the domain setting.

To resolve this issue, please follow the steps below:

1. Login to Web Help Desk console 
2. Navigate to Setup > E-Mail > Options
3. Under Create Accounts for Unrecognized Senders, select Only if e-mail matches an Accepted Domain
   • If all domain names need to be accepted, select Yes.
4. In the Accepted Domain field, enter the accepted domain names separted by a comma and space