There will be instances where support will ask you for an email to help resolve an issue. In these instances, you will need to send the email as an attachment or file in order for support to view the headers. If the email is forwarded, the header of the forwarded email will be sent and it will be impossible to investigate.
HOW TO SAVE AN EMAIL AS A FILE:
NOTE- This is a general outline only. Steps may vary depending on what email client you are using.
Click on File in the open email and click Save As:
Use the pop-up browse box to select a file location at which to save the file. For example: DESKTOP
In the File name filed type in a user defined naming convention
In the Save as type list, save the file as a .EML
Attach the saved file to your support ticket for support to investigate.