What to do when users are not receiving notification emails informing them of case updates?

What to do when users are not receiving notification emails informing them of case updates?

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Created On 07/18/23 08:26 AM - Last Modified 07/19/23 17:16 PM


Question


What to do when users are not receiving notification emails informing them of case updates?

Environment


  • Customer Support Portal
  • Email Notifications
  • SFDC

Answer


  • First, we recommend the impacted user to check their Spam/Junk folders as it is possible the notifications have been filtered incorrectly.
  • The next step would be to confirm that emails from Palo Alto Networks have been whitelisted and they are not being blocked by the email service provider.
  • After doing this if the user is still not receiving email notifications informing them there has been an update on their case the user should proceed in Open a Support Case or contacting our support line.

 
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