Submit a ticketCall us

Training Class Getting Started with SolarWinds Backup - February 28

This course offers customers an introduction to SolarWinds Backup, focusing on configuring the backup technology, taking backups, data restoration and data security. It is a great primer and will get you up to speed quickly on SolarWinds Backup.
Register for class.

Home > Success Center > Web Help Desk (WHD) > Error when submitting a WHD client ticket

Error when submitting a WHD client ticket

Updated December 4, 2017

Overview

When a client user submits a Web Help Desk ticket, the following error displays in the Client user interface:

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

Environment

All WHD versions

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.

Resolution

Make sure that the sender has a client or tech account in Web Help Desk with an e-mail address that matches the accepted domain. 

 

Last modified

Tags

Classifications

Public