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O365 Passcode issues



Posted Jul 23, 2024

We frequently receive emails that are encrypted via O365. When requesting the passcode key, the key is sent to the zendesk support email address, rather than the original email address the email request was sent to. In doing so, we are unable to retrieve the passcode key needed to access the encrypted email. There are some of us who have access to the Outlook version's of our email boxes. However, if the client is creating a followup email, or emailing directly to a support email address (support@xyz.zendesk.com) there is no way for us to acess the original email and reques the code from outlook. 

 

Any suggestions?


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Darenne

Zendesk Customer Care

Hi Megan,
 
I would like to extend a warm welcome to the Zendesk Community forum. My name is Darenne, and I will be providing assistance to you in this matter.
 
In reference to the description you provided, could you kindly confirm the original email address from which the email is being sent supposedly? This information is necessary for me to verify whether this address is configured as one of your support addresses. If it is indeed set up as such, it is standard procedure for emails sent to your external support address to be forwarded to support@xyz.zendesk.com. That's why it's being sent there.
 
Regarding the code that was sent to support@xyz.zendesk.com, I recommend checking your suspended tickets view to determine if they have been routed there if they are not created as tickets. 
 
I trust this information is helpful. Should you require any further assistance, please do not hesitate to reach out.

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