Our Service Desk customers are suddenly unable to respond to notifications by email

Question

Previously, when a customer received a notification of an update in a Service Desk request, they could reply to the notification, and their reply was added to the comments on the request, as though they had logged in and responded.

Today, when customers respond, their email client shows the response email as sent, but the response does not appear in the Service Desk ticket.

We use Service Desk Cloud.

Is there a general outage?  Is anyone else seeing this?  Thanks in advance!

Jim

Linda Wanitschek · Answer

we just started having a similar issue.  Look forward to Jim posting what the resolution is.

Jim Baker · Answer

Sounds good, I came across this first, then found the actual help desk.  I'll post here if I get it sorted.

Angélica Luz · Answer

Hi Jim,

I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Regards,
Angélica