Prerequisites for Better Resolution:

  • CEE Account Login Credentials
  • Reply-to email ID to be added and verified

Initial Verification Steps to be Followed:

  1. Confirm Access to Account Configuration:
    • Ensure the user has access to the "Account Configuration" section in the CEE account. 

Steps to Add and Verify Reply-to Email ID:

  1. Step 1: Log in to the CEE Account:

    • Log in to the CEE account using the provided credentials.
    • Navigate to Profile -> Account Configuration.

  2. Step 2: Search for Reply-to Email Section:

    • In the "Account Configuration" section, search for "Reply to Email."
    • Screenshot:


  3. Step 3: Add Reply-to Email:

    • Click on the "Add" button in the Reply-to Email section.
    • Enter the email address you want to add.
    • Click on "Add Email Address" to proceed.
    • Screenshot:

Post-Addition Verification:

  1. Step 4: Verify the Reply-to Email ID:

    • Once the email is added, an email will be sent to the provided email address.
    • Check the inbox of the email address for a verification email.
    • Click on the confirmation link in the email to verify the reply-to email ID.

  2. Step 5: Confirm Verification:

    • Once the verification link is clicked, the reply-to email will be included in the account.

Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that the reply-to email ID has been successfully added and verified.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with adding or verifying the reply-to email ID, escalate to cross-functional teams for further investigation.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases.

Escalation Path:

  1. Initial Verification:

    • If there are issues after adding or verifying the reply-to email ID:

  2. Further Investigation by Helpdesk:

    • If the issue persists after verifying the email:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

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