Help! I am not Getting Emails!

One issue that we run into quite a bit is users not getting email notifications from our system. There are many reasons why a user may not receive a notification from Directworks and we want to give you a bit more insight here as to what may be happening and what solutions there are.

The majority of emails from Directworks are RFQ Notifications (Pictured Below). Anytime an RFQ is published, all of the users who are invited receive a notification to let them know that the RFQ has been published and some basic details about when it is due. These emails are crucial specifically to supplier users who may not know otherwise that a quote is do for their buyer. The good news is that the vast majority of these emails are delivered to the user's inbox. In the case that they are not, a simple discussion with internal IT can solve the issue. 

Directworks uses the Transnational Email API Service Mailgun for its email distribution. What this means is that we can not only send and receive emails from our system, but track their progress to the user all the way to the receivers servers. This makes it very easy for us to diagnose any issues with emails that our customers did not receive in their inbox. 

If you believe you haven't received an RFQ notification, we ask that you first check your spam and bulk email boxes before contacting support. Most of the time, a system generated email is flagged in this case and just ends up in one of these folders. If you have checked these folders and still do not see your email, it is time to contact support.

Please send an email to [e-mail] containing the following information:

Name:
Email Address:
Company Name:
Buyer Company Name (If you are a supplier):
Date that the notification was sent:

Directworks Help Desk will use the Mailgun API to query for your email. This allows us to see where the email went, and clues as to what happened to it. A sample of what we see is pictured below.

There are a few statuses that we see when we track an email. They are Accepted, Delivered, Delayed, Failed, and Opened. It is important to note that in most cases, we can't see what happens to an email after it hits the user's server, and we also do not have access to their configurations to make changes. That is why we will have to get IT involved.

Accepted- This means that the email was sent by our server. This may not mean it was delivered to the inbox, It could be held in the user's email queue maintained by IT. This is a problem with the receivers configuration.

Delivered- The email was delivered to the user's inbox, spam folder, or bulk email. If it is not seen, it could have been flagged on the user's server. This is a problem with the receivers configuration.

Delayed: For whatever reason, the email was delayed in its travel to the user's inbox. Many times this message comes with a reason that clues us into what may need changed to have emails go through. We can give this message to IT to help them make changes. This can be an issue on either our server or the receiver's server. The message will clue us in.

Failed: This is an outright block on the email. This always gives us a message as to where it was rejected and why. We can give this message to IT to help them make changes. In our experience, this is usually a problem with the receivers configuration. The message will clue us in.

Opened: The user has opened the email.

Clicked: The user has clicked on the link inside the email.

One of the easiest fixes to the issue is to white-list our domain and email IP address. This can be done on a global level by your IT professional. Unfortunately, our Help Desk is not authorized or able to make these changes for you. We can provide what information we have, but it will hinge on IT making their changes.

Whitelist Domain: @Directworks.com or @co-exprise.com (for CX4 Users)

Whitelist Specific Email: [e-mail]

Whitelist IP Address: 23.253.182.10

In most cases, white-listing these two will solve the issue and only needs to be done once. If this does not work, we can escalate the issue directly with IT and try to figure out a better option.

We are committed to supporting all of our customers in the easiest way possible. We know that Email issues are frustrating and you need to get your notifications to complete quotes on time. Please send your information to support as soon as you realize there is an issue and let your IT department know what is happening. We will provide all the information from our logs expediently. As always, let us know if you have questions or concerns.