Thank you for your reply.
we aren't getting messages from archived users, I have asked for more clarification and have received the below.
Hi Paul,
I’ve spoken to Vikki C who has asked that I get a screen shot of the issue being raised by First Line so that you get a better understanding of the issue.
When an email is received into Hornbill (as below), first line then have to raise this as a call which uses the user’s email address.
As you can see, there are two Andrew ****. The issue is that first line do not know which is the correct account (the active account).
One of the accounts is active and the other archived (in this example).
What we are proposing is to either manually amend all email addresses for archived users to ‘Archived’ (however this may cause issues with reporting) and for which we will require an export of Archived User Accounts to work from, or ask Hornbill to prevent the lookup of archived accounts. Either way will stop multiple accounts (including those which are duplicates) for each user from showing when raising calls from emails.
I hope this makes sense.
Let me know if you need anything further.