Which emails IssueDesk sends, who gets them, and how follow-up dates and overdue reminders work.
Emails IssueDesk sends
IssueDesk emails your team, never your customers. Teammates are emailed when:
- an issue is assigned to them
- someone mentions them with
@in a note - an issue they’re responsible for passes its follow-up date
Each email links straight to the issue in your Shopify admin.
Follow-up dates
A follow-up date is a reminder to check on an issue, for example the day a carrier claim should be decided. Issues past their follow-up date appear under Overdue follow-ups on the dashboard and are flagged in the issue list.
Follow-up dates are counted in UTC. An issue becomes overdue at midnight UTC on its follow-up date, which is the evening before in North America. If a follow-up shows as overdue a few hours early, that’s why.
Not getting emails?
- Check the teammate’s spam or promotions folder, and add the sender to their contacts.
- Make sure their staff email in Shopify is the address they actually check.
- Still nothing? Contact support with the issue number and the time you expected the email. We can check the delivery log.
Last updated October 8, 2026