**User Reports No Email Communication Received

MailGUN checks the status (i.e delivered, bounced) of an email and allows to remove any restrictions on specific email addresses

Events

Shows you statuses of recent emails for the user. If you see "Accepted" and "Delivered", it means the email was successfully delivered to user's mail server. If user complains that it wasn't received, we can provide details of the email for research by their server administrator.

Bounces

Shows you emails that have bounced back (i.e. delivered, undelivered, bounced, failed) and allows removal restriction to not send emails to a specific email address

Complaints

Same principle as Bounces

Quicklink to New Mailgun URLs:

• For Events
• For Bounces and Complaints

Note: The above links work once you are logged into Mailgun. Click here to login, then click the above links to be directed to the appropriate page.

Steps to use Mailgun

1. Login To Okta

2. To Find Events 

• After signing in to mailgun.com you’ll see https://app.mailgun.com/app/dashboard
• Click “Sending”

• Then click on the “mg.upwork.com” domain (it has the most number of accepted messages):

• If you need to check any events related to a specific email address, 
  • click on the “Logs” menu item. 
• IMPORTANT: Verify the correct domain (mg.upwork.com) is selected. 
  • It should be selected if you clicked on it on the dashboard page. 
  • Enter the email address you need to look up in double quotes into the “Search” field
  • Press Enter.

• Navigating the Search Results / Actions
• You can see technical information about the message by clicking on the “down” arrow, and see message details, rendered message text, by clicking on the wheel:

3. To Find Bounces / Complaints

• Go to the “Suppressions” menu:
• Click “Bounces” or “Complaints” tab depending on what you need to check
• Quicklink if already logged in: https://app.mailgun.com/app/sending/domains/mg.upwork.com/suppressions/bounces

• Enter email address without quotes, and press “Enter”:

• If the user marked messages from Upwork as SPAM, there will be “Complaint” type of suppression, which can be deleted the same way:

• You can see details of “suppression” and resend a message from the “Logs” menu:

Scenarios have question lists CS/Tech Army can use in troubleshooting the issue.

1) A user does not receive email notifications at all (does not receive change password / SQ notification)

• Example ticket: https://upwork.zendesk.com/agent/tickets/32293404 
• Use mailGUN process tab.

2) A user didn't receive an unread message notification

• Example ticket: http://upwork.zendesk.com/agent/tickets/32501303
• Use Macro: Tech Support Escalations::Unread message email notification missed
  
  

Hi ticket.requester.first_name,
Thanks for contacting Upwork Support. I'm sorry to hear you didn't receive an email notification for an unread message. We understand that issues like these impact your work.
To help us resolve this issue, please provide us with a direct link to the message you didn’t receive a notification for:

1. Open the room in Messages and find the missed message.
2. Hover your mouse over the timestamp, right click, and select the Copy link option (see example).
3. Paste the link you’ve copied in a reply to this email.

Please feel free to add any other relevant details that you think might help us investigate this issue. I look forward to hearing from you to help resolve this problem.
Regards,
ticket.assignee.first_name
Upwork Support | support.upwork.com

Questions list

0. Check if the issue is related to the first scenario (A user does not receive email notifications at all (does not receive change password / SQ notification)

1. Ask the user to provide a direct link to the missed message by macros above 
2. Open the user's messages in SUDO and find the missed message by the link that the user provided.
3. Check in https://int.upwork.com/obo/ng/mail/  if email notification for that message wasn’t sent indeed.
4. If it wasn’t please escalate to TS.

3) A user didn't receive a notification for some event.

• Example ticket: https://upwork.zendesk.com/agent/tickets/32470291

Questions list

0. Check if the issue is related to the first scenario.

1. Determine what exact event the user missed the email notification for (date/time, the link to the event if possible - for example the link to the interview/proposal).
2. Check in https://int.upwork.com/obo/ng/mail/ if the email notification wasn’t sent indeed.
3. If it’s some regularly based email notification and/or TL / Tech Army / FL SAs can find an example of such notification in https://int.upwork.com/obo/ng/mail/ sent previously - please provide a link to the example from there. 
4. If TL / Tech Army / FL SAs can’t find an example, please clarify with the user when he/she received such notifications last time. Ask the user to send an email source code of such notification if you still can’t find it in https://int.upwork.com/obo/ng/mail/ 

How to obtain the Source Code of a Gmail Message is described, for example, here https://support.google.com/mail/answer/22454?hl=en

Other help articles can be found by “email source code” keyphrase (see screenshot)

4) A user received a email that he shouldn't receive or received by mistake, or it's not clear if email was sent by upwork

• Example ticket: https://upwork.zendesk.com/agent/tickets/24527190

Questions list

1. Ask the user to send a SS of the email and clarify the date/time.
2. Try to find it in https://int.upwork.com/obo/ng/mail/ If you can find it - provide TS a link to the email from there.
3. If you can’t find email in https://int.upwork.com/obo/ng/mail/  please ask the user to provide an email source code 

5) There is some issue/bug in the email notification that the user received (broken link, wrong text, wrong sum etc.)

Questions list:

1. Ask the user to send a SS of the email and clarify the date/time. Ask to point the issue on the SS.
2. Try to find this email  in https://int.upwork.com/obo/ng/mail . If you can find it - provide TS a link to the email from there.
3. If you can’t find email in https://int.upwork.com/obo/ng/mail/  please ask the user to provide an email source code.