SpamExperts KnowledgebaseFAQ

What details should I include when opening a support ticket

The tickets must always be opened from authorised addresses. 

If the ticket is opened from a different address, for security reasons we are unable to access your products/details, until the support request is initiated from an authorised contact. If you do not have an account with us, or you are not a direct client but you are using the product, you would need to reach out to your provider for more information. 

If you are not a client of ours and not using our services however you are seeing issues related to the product, Eg blocked messages, we would recommend reaching out to the intended recipient via other means so they can either reach out to us from the authorised address, or reach out to their provider.

Depending on the reason why a ticket is required, the following information is always useful:

  • Detailed description of the issue
  • Example logs / headers / messages  / print screens of the log search that shows the messages
  • Steps that were taken to reach that point so our support staff can reproduce them in the testing environment

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