Overview
If you're experiencing issues with your email signatures, sending a #debug email gives Opensense support the diagnostic data needed to trace and resolve the problem quickly. This article explains when and how to use the #debug feature.
What is a #debug email?
A #debug email is a diagnostic tool that flags a specific mail flow event in the Opensense backend for engineering review. Including #debug followed by 5 random digits in the subject line creates a unique identifier that allows the engineering team to locate your exact mail flow event and gather detailed technical data tied to it.
When to send a #debug email
Send a #debug email when you encounter any of the following signature issues:
Missing signatures - A user's signature is not appearing at all
Incorrect signatures - The wrong signature is being applied
Placement problems - The signature is appearing in the wrong location while composing
Formatting issues - Signature elements are misaligned, distorted, or displaying incorrectly
Wrong signature data - Incorrect information such as name, title, or contact details appearing in a signature
How to send a #debug email
Subject line format: #debug followed by any 5 random digits — for example, #debug 67890. This is what flags the email for diagnostic review. You must compose a new email — do not reply to or forward an existing message.
Step 1: Compose a new email to Opensense support
Open your email client and compose a new message — do not reply or forward.
Address the email to help@opensense.com
In the subject line, type
#debugfollowed by a space and any 5 random digits (e.g.,#debug 67890)In the body, include the details listed in Step 2 below
Send the email
The #debug flag only works when sent from the affected user's mailbox, using the email client where the issue is occurring. Sending it from a different account or client will not capture the relevant diagnostic data.
Step 2: Include these details in the email body
The more context you provide, the faster support can diagnose the issue. Include the following in the body of your #debug email:
Email type - Is the issue happening on new emails, replies, or forwards?
Email client and device - Which platform and device was used (e.g., Outlook on Windows, Gmail on Chrome, Apple Mail on iPhone)?
Affected users - Names or email addresses of users experiencing the issue
Timeline - When the issue was first noticed
Step 3: Wait for a support response
Once received, the Opensense engineering team will use the diagnostic data tied to your #debug email to investigate and follow up with findings or next steps.