function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Kranthi Tamada 1Kranthi Tamada 1 

Unable to reply to support@company.com

Hi all,

One of our client getting error as below:

Our Client created a case , then he received an email which he needed to provide more information by replying the email.
When he replied the email, he found he could not deliver the email to support@company.com (mailto:support@mvista.com" style="color:#1155cc" target="_blank).

and he got message like this" your message wasn't delievered to support@company.com, because the address couldn't be found, or is unable to receive mail.
the response was : our client account is disabled.
 
i.e. why would our client receive an error “User account disabled” when sending his email to this address?

The process what happens inside SF when an email is received at support@company.com . Where is the reception of the emails here configured in SF to create Cases in the system?

Please help me with proper solution 

Thanks in advance
AnudeepAnudeep (Salesforce Developers) 
Do you see anything in the email logs? Can you try re-enabling your client account
  1. Click Admin.
  2. Click the Client Accounts folder.
  3. Click View Accounts.
  4. Click Edit next to the client account.
  5. To disable the account, select Disable Client. To re-enable the account, deselect Disable Client.
  6. Save your changes.
If you receive any error code, you can check here

You will also find the following document helpful

https://help.salesforce.com/articleView?id=000332655&type=1&mode=1

Anudeep