User is not able to email notification

[pallaviprad]

My client is receiving email notification but not able to reply to that email through it's corporate email id, but when they are trying with their personal email id, it is working fine.

Can anyone suggest what will be the reason for this?

[SomaSekharSane · Accepted solution]

When you say not able to reply to that email through it's corporate email id. Are they not seeing an option of Reply in the email application/we email interface?

Could you please elaborate little?

[pallaviprad]

They are able to see reply message but that reply is not updating the ticket. but when they are trying through personal email they are able to send.

[SomaSekharSane]

1. Updating a ticket involves components such as receiving an email in ServiceNow, which triggers an Inbound Action. This action typically identifies the Target Record through an Email Watermark and performs the update based on the logic within the Inbound Action.
   
   
2. To identify the root cause, please confirm the following checks:

• Ensure the email has been received by navigating to System Mailboxes > Inbound > Received
  If the email has not been received in ServiceNow, please check with your Email Provider Team for the trace.
• Verify in the Email Logs if the Inbound Email Action has been triggered.
  If the Inbound Action isn't triggered, please verify the Inbound Action configurations to determine why it is being validated as false.