- The affected shared or personal email connection and direction
- An approximate timestamp and redacted message identifier
- Access to receiving, sync, direct-send, and delivery-health evidence
- Provider administration help when reauthorization is required
Identify the direction
| Symptom | Path | First evidence |
|---|---|---|
| External mail never appears | Inbound forwarding | Provider forwarding rule, generated WRKZY address, verification, receiving status |
| Old mail missing | History synchronization | Selected start date, provider authorization, sync result |
| Reply cannot be sent | Outbound connection | Microsoft/Google/SMTP/fallback status and provider test |
| Send accepted but recipient did not receive | Delivery | Message delivery state, bounce/suppression/provider event |
| Message arrived in wrong queue | Routing | Shared-email connection mapped to the wrong team inbox or assignment rule |
Recover inbound forwarding
- Open Settings → Shared email and expand the affected inbox.
- Under Receiving, copy and compare the generated forwarding address with the mailbox provider rule.
- Confirm the provider completed any verification and the rule is enabled.
- Read inbound status and last error.
- Send one external test with a unique safe subject.
- Confirm it appears once in WRKZY and routes to the intended team inbox.
Do not point several business mailboxes to one connection unless that is the documented design.
Recover history synchronization
Confirm direct provider authorization is current and choose a narrow start date. If the error says provider authorization expired, reconnect the shared inbox. Run history import once and inspect imported scope before extending it. Do not keep restarting a long import or create a second connection.
Recover sending
For Microsoft or Google, send a Provider test email and verify the connected account and send-as address. For SMTP, check host, port, username, SSL setting, tenant policy, and test recipient. Microsoft 365 may reject SMTP when Authenticated SMTP is disabled; prefer Microsoft 365 connection or ask the tenant administrator to enable the supported path.
Never paste an SMTP password into support. Replace an exposed credential at the provider before reconnecting.
Recover delivery
Open Settings → Message delivery → Email. Inspect connection health, sent/delivered/failed state, bounces, complaints, and suppressions. An unsubscribe or complaint is compliance-protected and must not be removed just to resend. For an uncertain or delayed outcome, wait for provider evidence before duplicating the message.
Email state boundary
- 01LocalPrepared
Content and recipient are ready but nothing has left WRKZY.
- 02PendingSubmitted
WRKZY handed the request to the connected provider.
- 03AcceptedProvider accepted
The provider accepted processing, not necessarily delivery.
- 04ResultDelivered or failed
A terminal provider event confirms delivery or an exception.
- 05RecoverException reviewed
An owner diagnoses, recovers safely, or escalates with evidence.
Escalation packet
Include connection ID/address, provider type, direction, forwarding status, last health/probe time, sync date range if relevant, message/delivery ID, provider reason, and safe test time. Exclude customer content, OAuth tokens, SMTP passwords, cookies, and unrelated recipients.
- Failure direction identified
- One connection—not a duplicate—repaired
- Inbound rule or outbound provider test passed
- History sync scope stayed controlled
- Routing and terminal delivery verified
- Compliance suppressions preserved