Issue: Specific emails are not converted into tickets
Check if tickets are landing in the Spam folder
Check if tickets are landing in the Spam folder. Navigate to the tickets page and check your spam folder by selecting the Ticket views icon.
Check if the associated contact has been deleted
To check if an associated contact is deleted, navigate to the Contacts page from the navigation menu. Once you are on the contacts page, click the Contact Views icon on the top left of the contacts page and then click Deleted contacts.
If the contact associated with the ticket is visible, select that contact and click Restore. This should resolve the issue.
Check if there are automation rules causing tickets to be marked as spam
Another thing to check is automation rules. Certain automation rules may sometimes cause tickets to be marked as spam automatically. To check if an automation rule has been applied to a ticket, restore the affected ticket and open it.
Now click Show activities. This should show you all the rules that have been executed on that ticket. Check if there are any rules that might cause tickets to land in the Spam folder and modify or delete them appropriately.
We also take steps to move tickets to the Spam folder if we detect inappropriate content or a sudden surge in incoming emails to protect you. If this is affecting valid tickets, it might require further investigation of email headers. Please contact our support team to help you by sending an email to firstname.lastname@example.org.
Here’s a video demonstration on what to do if specific emails are not converted to support tickets, to help you troubleshoot this issue.
Issue: All emails are not converted into tickets
Follow these instructions, if all emails are not getting converted into tickets. If the issue only affects individual emails, please contact email@example.com
Steps to follow if you use a custom mailbox like firstname.lastname@example.org
Your mailbox may be disconnected. Reauthorizing your mailbox may resolve the issue.
Check if IMAP is enabled on your mailbox.If you are unsure of how to enable IMAP, check with your IT team. They should be able to help. Enabling IMAP should stop the issue from occurring.
Steps to follow if you use the default mailbox provided by Freshdesk like email@example.com
Please verify if email forwarding has been set up correctly. Email forwarding setup varies from provider to provider. These articles show you how to set up forwarding if you use Gmail or Microsoft Office 365.
Here’s a video demonstration of what to do if none of your emails are converted to support tickets, to help you troubleshoot the issue.
If the issue is not resolved, please write to firstname.lastname@example.org.