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When a message looks wrong

Now and then a message arrives looking wrong: the text is garbled, it seems to be from the wrong sender, or the attachment it mentions isn't there. Anyone on your team can report it to Jelly's support straight from the message. The report lets support see that one conversation, so they can work out what happened.

This page is about one message that arrived wrong. For anything else, write to support. If a message is marked Possibly forged or Sender not confirmed, that's a warning about who sent it, and it's explained below.

Reporting a message

  1. Open the message's ⋯ menu and choose Report a problem.
  2. Under What's wrong with it?, describe what you can see, such as "the text is garbled" or "the attachment is missing". Support can see the message itself, so you don't need to copy it out.
  3. Press Report it to support.

Jelly takes you to the report's own page, A problem with a message. Support answers there, and you can write back. You'll find the page again under Support.

The conversation's activity shows that you reported the message, with a link to the report, so your colleagues know it's been flagged. A message can have one open report at a time.

What support can see

While the report is open, support can see that conversation and nothing else in your Jelly: its messages and how each one arrived, its attachments, and your team's notes on it. They can look, but they can't change anything.

Support stops seeing the conversation when the report is closed, or after 30 days if it's still open then. You can carry on talking on the report's page after that.

If support needs to see more than the one conversation, they'll ask on the report's page, and anyone on your team can let them in. That's a separate, wider access that lasts three days, and you close it on the Support page, not by closing the report.

Whoever runs your Jelly can turn support access off. Support can then read your report but can't see the conversation.

Answers from support

When support answers, the person who made the report gets an email with the answer and a link to the report. The conversation's activity also gains a line saying support responded, with the same link, so anyone on the team can follow it and read the answer. The answer itself isn't shown in the conversation.

Withdrawing a report

If you work the problem out yourselves, close the report. Either open Report a problem on the same message again and press Withdraw the report, or press Close this request on the report's own page. Support may also close a report with their last answer.

From that moment support can no longer see the conversation. If a closed report's page says they still can, press Close support access there. The report and its answers stay on the Support page, and you can report the message again if you need to.

Seeing a message as it arrived

See message source, in the same ⋯ menu, opens the message exactly as your team received it, as plain text in a new tab. It's what support looks at, and it sometimes shows what went wrong without a report. Nobody is told that you opened it.

You'll only see See message source on messages where Jelly kept the original.

Possibly forged and Sender not confirmed

When mail arrives, it's checked to see whether it really came from the sender it claims. If those checks fail, Jelly marks the message with Possibly forged or Sender not confirmed beside its date, and puts a coloured line above it. Click the line to read what the mark means and what to do.

Possibly forged means somebody else may have sent the message in the sender's name. Phishing emails and fake invoices often look like this. Don't click its links or open its attachments, and don't send passwords or payment details in reply. If you know the sender, check with them some other way.

Sender not confirmed is milder. The checks failed, but the usual cause is a mistake in the sender's mail settings, or a mailing list that altered the message, not a forgery. Take care if anything else about the message seems off.

Mail your own team sent is never marked, and neither is mail that was imported.

Advanced: the checks behind the marks

Jelly reads the results of the receiving server's SPF, DKIM and DMARC checks. The line above the message ends with what the server recorded for each.

  • Possibly forged: DMARC failed, and the domain's DMARC policy is reject or quarantine, or it states no policy.
  • Sender not confirmed: DMARC failed and the domain's policy is none, or DKIM failed and DMARC didn't pass.
  • An SPF failure on its own gives no mark, because forwarding routinely breaks SPF.