Issues With Dropped Emails Through the Help Site or Missing Responses to Tickets
We've received some complaints that, after replying directly to an email from our support services, we do not respond back. It would appear that there are two potential reasons for this:
1: Our email response is being blocked by a spam filter, and does not land in the customer's inbox.
2: For some reason the customer's reply is not being received and processed correctly by our support site.
In either event, the simplest solution is to go directly through our support site to check for and reply to any updates to your ticket's status. Each email from us should have a direct link to reply to the ticket, replying in this way reduces the chances of any problems occurring. We also recommend adding both "email@example.com" and "firstname.lastname@example.org" to your safe senders list to prevent any spam filters from blocking our emails.
The most common reason for our filters to block or misdirect a customer's reply to us, is if modifications are made to the email's subject, format or header. When replying directly to an email, please ensure you simply add a response and any attachments without altering the email's existing content.