Receive support reply emails

A support reply is saved before mail delivery

When support answers a ticket, the public reply is stored in the private conversation and a durable email job is queued in the same transaction. This keeps the message and notification request together even if the worker or provider is temporarily unavailable. The ticket remains the place to read the complete conversation. A successfully saved reply can therefore exist while its email is pending, blocked or failed. Check My tickets first when waiting for an answer rather than using the absence of a message in your inbox as proof that support has not replied.

Recognize the sender and recipient

Support reply notifications are sent as OrderMap Support from noreply@ordermap.si through the configured Resend service. The application resolves the ticket owner's verified account email on the server; a customer or operator cannot type an arbitrary recipient into the composer. Check the read-only email in Settings → Account if you are unsure which mailbox belongs to the ticket. Another Google identity or email can belong to a separate account. A developer project's contact context is not a replacement address for the customer-support conversation.

Read the formatted message and image evidence

The email uses the saved support message's rich formatting and plain-text representation. Paragraphs, explicit line breaks and intentional blank lines are retained, including empty paragraphs between instructions. Images attached to the reply are included as CID content rather than requiring a public ticket-image URL. Your mail client can still choose how to display HTML, plain text, images or attachments. If one representation looks different, compare it with the saved ticket message and identify the client and view; provider delivery state alone cannot prove visual formatting in your particular mailbox.

Return to OrderMap to continue

Use the email's ticket link to return to the in-app conversation, signing into the owning account when needed. Read any earlier context and send your follow-up from that thread. Direct email replies are not ingested into the ticket, and the sending address is not monitored as a conversation inbox. Sending a response to noreply@ordermap.si is therefore not the supported way to supply additional evidence or reopen a case. Use the app's reply composer so the message, private attachments and ticket status stay together.

1. Check the saved ticket for the latest support reply.
2. Look in the account mailbox and spam folder for its notification.
3. Use the ticket link and reply inside OrderMap when more information is needed.

Distinguish queued, accepted and delivered

Queued means the application has durable work to attempt. Provider acceptance means Resend accepted the send request and returned its message identifier. Sent, delivered, delayed, bounced, complained, suppressed and failed describe subsequent delivery evidence or outcomes. Delivered is not a guarantee of primary-inbox placement, reading or correct rendering; a provider-delivered message can still appear in spam. A configured sender, published generic template or successful automated test does not establish that a particular rich support reply reached your mailbox. Support-message live delivery needs its own actual evidence.

Understand pending or suppressed delivery

Mail requires the configured Resend API access and authorization for the exact ordermap.si sender. The worker also checks that the recipient account is available and has a verified email; explicit fixture recipients do not receive provider mail. Bounce or complaint suppression can prevent sending to an address. Retries retain an idempotency identity, and ambiguous attempts beyond the safe provider window require review rather than blind resending. These protections mean repeatedly asking support to resend is not always the appropriate remedy for a pending or missing notification.

Report missing mail with a bounded example

First confirm the reply exists in My tickets, then check the correct account mailbox and spam folder. Include the ticket subject or ID, approximate reply time with time zone, and whether the message is absent, delayed, in spam or visually malformed. If relevant, identify the mail client and whether you viewed HTML or plain text. Keep the actual conversation going in the app while delivery is investigated. Do not send passwords, session cookies, verification links or full API keys, and do not assume a missing notification means its saved reply should be duplicated.