This support solution explains how to ensure that email responses from service requests are routed properly to support teams.
Bentley support teams often correspond with end-users via email from either firstname.lastname@example.org for product support issues or email@example.com for licensing and contract issues. Emails to these addresses must include a service request number in the subject to be routed properly.
If sending a new issue to Bentley support, please create a new service request using the Service Request Manager.
If sending an email response to an existing service request, ensure that your email includes the following to ensure proper routing:
Failure to meet these two conditions will result in a bounce-back email (pictured below), and the email will not be delivered.
Service Request Manager
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