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getting error while sending ticket responses using WHD

Hi all,

Namaste! was wondering if any of you ever encountered following error while sending an e-mail ticket responses to a user. Doesn't happen with all - but just few. I don't think they receive any response from us on their end.

Is this something anyone can help with.

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Accepted answers

All comments

leos

Are these going to techs or clients? Are you saying that sometimes an email will go to a person and other times it will not go to that same person? Or this error always occurs for specific people but not others? Did you check inside WHD in Tech and Client areas and make sure they are active accounts?

subzero

Hi leos, thanks for your response.

these e-mails are being sent to our company clients/company users. this error always occurs for specific people but not others. 'Did you check inside WHD in Tech and Client areas and make sure they are active accounts' - where can I do this in WHD?

percyplant

take a copy of the email address in the message, then go to Client icon and search for that client using the email address. Check to see if that client is active.

If they are a tech and linked to a client, if that client if inactive then that message will also appear.

If they are a tech and they are not linked to a client, check that they have their Tech account enabled and a license.

subzero

Thanks for the info! I found that the client was 'inactive' - how do I go about activating the account?