Questions

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Email Error: Unable to load email message. Platform Email Id '1582', Email Id: 'Unknown'.

We get this email about a hundred times every minute. They're non stop. Not sure what we need to do to fix the issue. If someone could assist, it would be appreciated. Thank you!
the body text includes...

"The attached message was sen...
1 Answer
Sean St. Pierre Last activity on 5/30/2024 1:56:59 PM by Mark Sayers

Google "Less Secure Apps" Changes

With Google rolling out their new release this summer that gets rid of the "Less Secure Apps" permission and traditional IMAP settings, we are wondering if TDX will be adapting to accommodate that change or if there is a specific way we can prepa...
1 Answer
Kenneth Williamson Jr Last activity on 5/1/2024 3:38:18 PM by Mark Sayers

Emails that come into a TDX ticketing email monitor

We receive many emails that are sent to TDX ticketing monitored email accounts here, and thus become tickets. Often, the sending email account is NOT the user's Alert/Notification Email account, but is either their Alt Email account or their Pri...
1 Answer
Jon Ricketson Last activity on 12/1/2023 9:35:01 AM by Brittany Renn

Forwarded emails not being processed by email monitor

Hi folks,
Question on what you'd suggest for best practice on forwarded emails. We have our email monitors and our replies monitor as separate mailboxes. So, when users reply to an existing ticket that reply defaults to the reply address and...
1 Answer
Steve Aker Last activity on 10/2/2023 1:23:06 PM by Mark Sayers

Clients sending help requests to the Replies email address

(We use GMail, BTW) From time to time, clients will send requests for help to the Replies email address. Since the message doesn't contain a token, the message isn't processed. The Replies monitor log had a message like this:
Error encou...
2 Answers
John Shearer Last activity on 8/11/2023 3:29:05 PM by Becky Klein

Should we get a notification that an email monitor is not working?

We have a monitor on a mailbox where the password had expired (my fault, since corrected). It's not a commonly-used monitor, so no one noticed until someone checked the logs for unrelated reasons. Should we be seeing any sort of notice that the m...
1 Answer
Patrick LaFollette Last activity on 2/24/2023 11:59:04 AM by Mark Sayers

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...
1 Answer
Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

Configuring OAuth for Email Monitor

Hello:
I am attempting to test the setup of Microsoft OAuth with our email monitor, but whenever I select the MS OAuth Email Auth Account, and attempt to save, we receive the error message as seen in attached 2022-09-21_17-14-18.png. We have ...
1 Answer
Anderson Hanchett Last activity on 9/22/2022 10:28:54 AM by Mark Sayers

Automation Rule that Parses Through Ticket Description

Would there be a way to create an automation rule or email monitor rule that parses through ticket descriptions (email bodies) to obtain a specific number or string?
We are using an asset management platform that automatically sends emails to...
1 Answer
Anderson Hanchett Last activity on 8/23/2022 4:27:32 PM by Mark Sayers

Can you attach an email using the Email Monitor

Hi folks,
Is there a way to configure an Email Monitor rule so that the email message itself is attached to the created ticket? I understand we can configure the rule to attach an email attachments to the ticket, but we would like to attach t...
2 Answers
Erin Tramble Last activity on 4/22/2022 11:51:57 AM by Erin Tramble