Email Replies not Posting

Please see the attached EML for these email replies; and for some reason, several replies from this customer were not posted with the ticket.

What would prevent an email reply from being posted, just for an individual customer?

I have several other email replies that where not posted if you need them.

Thanks, Tevis

Asked by Tevis Boulware on Mon 9/19/22 1:22 PM Last edited Thu 9/22/22 12:05 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 9/19/22 4:30 PM

Hello Tevis,

We would need this to be submitted as a Support ticket to best investigate this.

When you do so, please include the .eml file(s) of the emails you believe were not processed for this person and provide pictures of the logs of your reply monitor corresponding with the date/time the emails should have been processed (based on their "sent" date) to show it never processed them.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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I will submit the EML files, but there are over 5000 log entries for the period and 233 pages of log entries, and I cannot practically provide those screenshots. - Tevis Boulware Mon 9/19/22 6:00 PM
No but it should be possible to narrow down to the exact date and time frame of the email(s) that you will be providing to me (I only need a few, like a handful or so). - Mark Sayers Tue 9/20/22 12:29 PM