There is an open issue with our Support platform, Zendesk which is causing issues with messages sent from Elucidat Support.
So far we're aware of the following effects which we believe may be related:
- A delay with our emails reaching the recipient
- Messages from Elucidat Support being persistently sorted into the recipient's spam folder
The issue was identified on November 08 2023 and Zendesk has been working on a solution since then.
You can find out more about this issue at https://status.zendesk.com. We'll be updating this page with news as it comes.
In the meantime, we'd advise customers to check their spam folders for responses from Elucidat Support.
We would also encourage you to use your Support dashboard to check and respond to messages.
For more information about how to set up your Support dashboard, see Accessing your Support dashboard for the first time.
The Support dashboard can be used to track your open support tickets, respond to them, open new ones, and view older closed tickets. You can find out how to do this in Using your Support dashboard to submit and track requests to the Support Team.
Update: 21st November 2023
Zendesk has informed us that the issue should now be resolved and that they are currently implementing some additional measures to deal with any backlogged emails and ensure that any outbound mail is received.
While this is happening, we would still advise you to check their spam folders for responses from Elucidat Support or use your Support dashboard to track your tickets.