Issue with Veracross Community Email Replies to Cases

Salesforce has confirmed the issue is resolved and their inbound and outbound email log has been fully processed. We've confirmed that messages sent during this outage have since been received by our team.

Salesforce confirmed that they resolved their system issues with their email service today at 12:04 UTC. Though we have not seen continued issues after they implemented their fix, we are still waiting for their email service backlogs to clear so that all previously emailed case replies come through to our support team. Salesforce indicated that the process to clear their backlog could take up to another 24 hours, so we are monitoring the progress through the weekend. We appreciate your patience as we work with Salesforce to confirm this issue has been fully resolved.

Salesforce has indicated that they've identified the issue with their email service and have implemented a solution, and their email services and backlogs are now recovering. We're monitoring the status of that recovery and will confirm once all disruptions to our case email notifications and customer replies have been resolved. Until we can confirm that all issues impacting our Veracross Community have been resolved, we continue to encourage you to log in directly to the Veracross Community to open new cases and to view or update existing cases. We appreciate your patience.

The third-party vendor that hosts our Veracross Community, Salesforce, is currently experiencing an issue with inbound and outbound emails, which as a result is interfering with email replies to case notifications. As a result, customers may not be receiving email notifications of all case updates, and any replies to case notifications are not copying through to your cases for our support team to see. We are actively working with Salesforce to understand when this issue will be resolved and confirm that communications will come through at that time. In the meantime, please log in directly to the Veracross Community to open new cases and to view or update existing cases. We apologize for any inconvenience.