Error with email replies

What does 'Error: Email token is invalid.' mean?

This occurred during a ticket (# 11136264). 

There had been some email back and forth with the requestor and then this happened?

Thanks.

Tags email-replies
Asked by Joe Allen on Tue 10/22/19 3:47 PM Last edited Tue 10/22/19 3:48 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Tue 10/22/19 3:55 PM

Hi Joe,

Is that the message that is showing in your email Replies monitor's logs?

Are you sure that the Requestor did not accidentally modify the reply token's value?

I can't think of a reason why that message would show up other than something happened that modified the characters in the reply token causing it to no longer be valid.

Who's email response received that error? Was it after the Requestor replied, or after a Tech replied to a message?

Sincerely,
Mark Sayers
TD Support

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I'm not sure why but I did not receive an email from TDX indicating that you had responded to this question. Why would that be? In any case, we have many examples of this issue occurring. In fact it is a very big deal around here because the general consensus is that emails to the helpdesk are getting lost and people are questioning TDX's ability to meet our needs. I believe that original emails are creating tickets but we have lots of examples of errors with replies. This means that we are losing replies from our students and can't do our job. I would appreciate it if I can show you or someone what I've found so we can get to the heart of this right away. - Joe Allen Wed 10/23/19 10:34 AM

Joe Allen Wed 10/23/19 10:47 AM Last edited Wed 10/23/19 10:47 AM

Here is an excel spreadsheet with just the errors on our email replies for the month of October 2019

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Is there a manual that explains what all the errors mean? - Joe Allen Wed 10/23/19 10:54 AM