Emails Not Logging When Sending Avails

Refer to Support

Hayley Burkhardt

February 09, 2026 23:31

🐛 Possible Bug 

• Environment Observed
  • CA Prod
• Account Name: Ottawa Senators
• Account ID: account-661-A
• Is this a converted account?
  • No
• Issue Scope
  • All users on account; unsure if this is happening to others. I don't have another Pro client to test this on.
• Was the issue reported by the client?
  • Yes 
• Client Contact Name: Ethan Somberg
• Client Contact Email: somberge@ottawasenators.com
• What’s the problem?
  • Ethan, client, is sending avails to a contact within their Elite account
  • Email logging is enabled
  • The sent email is logging against the contact
  • Reply to email, keeping Elite address on the email, email is not logging back in Elite against the contact
• Is the issue reproducible?
  • Yes, on their account
• If reproducible, where?
  • I am unable to test this elsewhere due to mailtraps.
• Steps to reproduce the issue
  • Go to avails
  • Click on email link
  • Locate contact from their CRM (tried with Ethan, Tim, and Hayley contacts)
  • Send email
  • See it logged against contact
  • Reply to email (keeping the elite address in tact)
  • Reply does not get logged against the contact record
• Expected behavior
  • I would expect the reply to log against the contact's record.
• Troubleshooting steps already taken
  • Tested this a few times in the client environment.

  • I checked Postmark, which is enabled for this customer, to see if we were supressing it and the original email has been delviered and the reply has been processed. I am not seeing that reply on the Hayley Burkhardt record. 
    
     

    

    

• Workaround identified?
  • No
• Attachments available?
  • See above from PostMark.

Given this is a Pro customer and they are sending from avails, is this expected behavior? I would think not but have not seen this myself. 

• 

  Hayley Burkhardt

  February 13, 2026 14:16

  Kristi Miles Can you take a quick look at this and let me know what I might have missed? Happy to rope in someone else, too!
• 

  Emma Whitlock

  February 13, 2026 14:26

  Hayley Burkhardt when you say the elite email address is left in tact, can you confirm that they were hitting reply all and responding directly to the elite email address? It can't be on cc or bcc
• 

  Hayley Burkhardt

  February 13, 2026 15:10

  Yes, we both replied all. 
• 

  Hayley Burkhardt

  February 25, 2026 00:46

  Emma Whitlock  Any updates here? Is there anything I can do to try and figure this out?
• 

  Hayley Burkhardt

  February 26, 2026 17:07

  Kristi Miles  Should I send in a support ticket for this?
• 

  Kristi Miles

  March 02, 2026 19:08

  created Jira - https://ungerboeck.atlassian.net/browse/VOPS-8942
• 

  Kristi Miles

  March 02, 2026 19:14

  Avails email not logged back despite being sent:

  

  

  
  
  Additional note I've included in Jira is that I'm seeing a discrepancy when sending an email from an event vs what's on the contact email log.
  
  Contact:

  

  Event:

  
• 

  Hayley Burkhardt

  March 03, 2026 19:10

  Thank you, Kristi!

Please sign in to leave a comment.