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IMAP, some mails are not picked up by Freshdesk


Hi, i'm Laurens and newbie in regard to Freshdesk.

We installed freshdesk a month ago and it is working like a dream exept for…..

Feshdesk is reading 3 different IMAP mailboxes and sometimes we noticed that emails are not picked up by Freshdesk. For instance on a typical day 20 emails are delivered to the email box but only 18 are picked (read by) up by Fresdesk.

The emails which are not being read by Freshdesk are normal emails.
We cannot figure this one out. Any idea how to debug this or where to look?

thx in advance, Laurens


 

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Best answer by naresh.narendernath 7 May 2021, 21:02

Hi @Verbruggen 

We understand that a few emails that reach your support mailbox are not being converted as tickets in Freshdesk. Ideally, this shouldn't be the case. Can you check a few things and let us know the results?

  1. Is the requester's email address under deleted contacts?
  2. Are the From and the To email address the same?
  3. Can you check the Spam folder by navigating to Tickets > Hamburger icon > Spam and search if the tickets ended up here?

If none of the above satisfies, kindly email support@freshdesk.com with the email headers of the email that reached your support mailbox but did not convert as a ticket. We can check the email delivery logs and help you with a solution to resolve the issue. 

 

Cheers!

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6 replies

Hi @Verbruggen 

We understand that a few emails that reach your support mailbox are not being converted as tickets in Freshdesk. Ideally, this shouldn't be the case. Can you check a few things and let us know the results?

  1. Is the requester's email address under deleted contacts?
  2. Are the From and the To email address the same?
  3. Can you check the Spam folder by navigating to Tickets > Hamburger icon > Spam and search if the tickets ended up here?

If none of the above satisfies, kindly email support@freshdesk.com with the email headers of the email that reached your support mailbox but did not convert as a ticket. We can check the email delivery logs and help you with a solution to resolve the issue. 

 

Cheers!

ahhh you pointed in the right direction: 
it where deleted contacts which did not appear. 

Thx case closed :-)

Hi!

We’re having the same problem as Laurens, but in our case the From and the To email address are the same, because we handle system internal mails…

Is there a solution for this?

 

Thanks

Martin

Userlevel 4
Badge +2

Hi @Ma.rtin, good day! Can you confirm if the reply to address is different? In Freshdesk ticket creation would fail if FROM and TO emails are same or if TO and Reply TO emails are same. 

 

If you could add a different reply to email, you can navigate to Admin > Email > Advanced settings and enable the following option that would ensure tickets are created using the reply to address. 

Advanced email settings - Create tickets using the reply to email

Can you try this and see if that helps? Thanks. 

Hi @Keer thanks for your reply.

The reply to address was unfortunately the same as the to address.

We’ve solved the problem by changing the sender address…

Now everything is working fine.

Thanks!

Userlevel 4
Badge +2

That’s great to hear, @Ma.rtin. We’re glad that we could help. Have a good day!

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