Enabling Communications with Support

Our EM support team updates your support cases and sends you notifications and inquiries from our internal case management system via email.

To safeguard systems, your IT department must take precautions to filter out/block unauthorized emails from your systems. Unfortunately, our support and direct email addresses are sometimes blocked so that you do not receive our messages when you most need our assistance.

You can assist in keeping communications flowing by doing the following:

1. Contact your IT department and have all email addresses from the "certent.com" domain put on your Approved or Safe Sender list; that is, whitelist it. Specifically, our support@certent.com is the address that is most frequently blocked and needs to be added to this list. However, adding the entire domain ensures that everyone on our support team and in Certent can respond to you when you reach out to us.
2. Within your email application, such as Outlook, make sure that “support@certent.com” is marked as a safe sender and “certent.com” as a safe domain. Click Microsoft instructions to learn how to do this in Outlook. For other email applications, please refer to the online help for that application.

Also read Contacting Support and Opening and Managing Support Cases