New helpmonks user not receiving notifications

Hi there,

I am evaluating Helpmonks, and I have currently set up 2 administration users. The first account is receiving notifications for new mail in the inbox (as well as notification when mail gets assigned), but the second user is not receiving any email notifications.

I have confirmed the following:

  • the second user is “subscribed” to the inbox via Mailbox Permissions
  • the second user has all notifications selected under Notifications
  • their account is active, and they can log into the account.
  • the second user’s email works

Would you have any suggestions, or can somebody look at my Helpmonks settings to advise?


Jaidev V.

Hi Jaidev,

I’m sorry to hear of your issue. I can certainly take a look. However, I’m unable to lookup from your name the account. Can you let me know the subdomain?

Never mind, I got it. Will reply as soon as I see what is going on.

Alright, the issue is that your email server rejects emails to your user. The error message is “Recipient address rejected: User unknown in virtual alias table”. Looks like there is a configuration missing on the mail server.

Once you update your mail server, the emails will get delivered immediately.

Let me know if there is something else I can do for you.


Thanks for the quick response Nitai. I will chase up our end.

Much appreciated.