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Requesting Support for a Specific Email

The MSPintegrations support team is ready to help you understand how Email Processing handled a specific message.

To answer questions about a specific email, the support team may ask you for the URL to one or more examples from your Email Processing history. A direct history URL gives support the context they need to review the message, the mailbox that received it, the processing status, and the rules and action steps that ran for that message.

How to obtain the URL to an example email​

To send the support team a URL for a specific email, complete the following steps:

  1. Log in to your MSPintegrations console.
  2. Open Email Processing.
  3. In the left sidebar, select Email History.

Email History in the Email Processing sidebar

  1. Locate a message that can serve as an example. Use the Search field to search by subject or sender, or use the mailbox and status filters to narrow the list.

Email Processing History list with search and filters

  1. In the Details column for the example message, select View.

View action for an Email Processing history row

  1. On the Message Details page, select Copy URL. The button briefly changes to Copied to confirm that the URL is on your clipboard.

Copy URL button on the Message Details page

  1. Paste the URL into your support request or email message to the support team.

Sending a direct history URL helps support provide a more specific answer because they can review the same message and processing log you are seeing.