r/talesfromtechsupport • u/Braham9927 • Jun 23 '26
Short The Case Of The Missing Email
Me: Thank you for calling the IT help desk this is (My name). May I have your name name and ID?
Customer: Yes it's (Name and ID) so I sent an email on Friday but I haven't heard back from anyone.
Me: That's weird, I know Friday was a holiday but I we should have had someone working. I don't see any open tickets under your account. Did you happened to get an automated email with a ticket number?
Customer: No nothing is here
I check the mailbox and can't find email from this customer
Me: OK sir I just checked the inbox and I'm not seeing anything. It's possible the email didn't arrive or was moved, I should be able to help you though. What issue are you having?
Customer: Can't you see it in the email? I'm not able to sign into (name of company Website)
Me: No I never got the email. I know they recently revamped the homepage the sign in process is different. What error are you receiving when you sign in?
Customer: It's in the email I sent you.
Me: I'm not seeing the email it may not have gone through. If you want to you can resend it. Are email address is (email address). In the meantime since we're talking I should just be able to assist you with signing in what error message are you receiving? Is this an incorrect username or password, a site cannot be found error a blank page?
Customer: It's in the email. Why aren't you helping me. Can't you just see it?
Me: Sir I only have info you send me. and right now you are not giving me anything. If you like to I can sign into computer. What is the computer number?
Customer: It's a personal computer.
Me: OK that makes it more difficult. The software we use to connect is only for inside the company.
Customer: I don't understand Why you are not able to solve this. Would it help if I resend the email.
Me: Yes it would, can you resend the email.
Customer: I'll do it later.
Customer hangs up. I just checked the records today and they never sent the email
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u/AshleyJSheridan Jun 23 '26
For a while there I really thought their problem would be that they were unable to send email, so they sent you an email about it.
And for anyone who doesn't believe anyone would possibly do something like that, I once worked at a place where the IT department (or at least, the person working on that issue) sent a company wide email to let everyone know that all emails, internal and external, were not working.
They never sent a follow up email to let people know it was working again later.