Intermittent "Invalid e-mail" errors with email to ticket creation

  • 28 February 2023
  • 1 reply



We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error.  We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error.


The error body is:

Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help.


The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general.  We have a support ticket open with IncidentIQ since early this month but with no resolution so far.


Has anyone else experienced this? Any ideas on possible causes?




1 reply

Userlevel 5
Badge +8

@RFord 133f41c lpsma Thank you for bringing this to our attention. I just followed up with support for you, and they are still working on it. You should get an update soon 😄