Bug: Ticket creation fails to recognize/allow email addresses with subdomains.

Community Discussion Bug Report
1

There is a validation error in the ticket creation module. The platform does not allow users to copy or input email addresses that contain subdomains (e.g., name@sub.domain.com or user@mail.department.org). The system seems to reject the format, preventing the ticket from being saved or the email from being added.

Steps to Reproduce

  1. Go to the Dashboard and navigate to the Tickets section.
  2. Click on Create Ticket.
  3. In the recipient or CC field, attempt to type or paste an email address with a subdomain (Example: soporte@app.imin.org.mx).
  4. Observe that the field marks the email as invalid or simply refuses to accept the input.
2

Hi @cristobalnyramcautiv ,

Thank you for reaching out to us. The issue has now been resolved. The subdomain is allowed; the problem is specific to the email address soporte@app.imin.org.mx. The domain currently does not have the required DNS (MX) records configured.

As a result, it returns the following error:

Invalid requester email. Reason: mx: enotfound

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3

The ticket creation issue isn’t a system bug for subdomains—Tawk.to now allows them. The error occurs because the specific domain’s MX records aren’t set up, so the platform can’t verify the email.

Solution: confirm the domain has valid DNS/MX records before creating the ticket.

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