How to send a #debug email

Overview

If a signature isn’t working as expected, send a #debug email. It gives Opensense support the diagnostic data to trace and fix the problem quickly.

What is a #debug email?

A #debug email is a diagnostic tool. It flags one specific mail flow event in the Opensense backend for engineering review. The subject line holds #debug and 5 random digits. This unique identifier lets the engineering team find your exact mail flow event and gather the technical data tied to it.

When to send a #debug email

Send a #debug email for any of these signature issues:

Missing signatures: A user's signature does not appear at all.
Incorrect signatures: The wrong signature is applied.
Placement problems: The signature appears in the wrong place while composing.
Formatting issues: Signature elements are misaligned, distorted, or display incorrectly.
Wrong signature data: Incorrect information, such as a name, title, or contact details, appears in a signature.

Sending a #debug email

In the affected user’s email client, compose a new email. Do not reply to or forward an existing message.
Address the email to help@opensense.com.
In the subject line, type #debug, a space, and any 5 random digits, for example #debug 67890.
In the body, add the details listed below.
Send the email.

What to include in the body

The more context you give, the faster support can find the cause.

Email type: Whether the issue happens on new emails, replies, or forwards.
Email client and device: The platform and device, for example Outlook on Windows, Gmail in Chrome, or Apple Mail on iPhone.
Affected users: The names or email addresses of the users with the issue.
Timeline: When the issue was first noticed.

After you send it

The Opensense engineering team uses the diagnostic data tied to your #debug email to investigate. Support follows up with findings or next steps.

What’s next

Signature management and deployment FAQ: answers to other common signature questions.