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
Best answer by naresh.narendernath
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?
- Is the requester's email address under deleted contacts?
- Are the From and the To email address the same?
- 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 firstname.lastname@example.org 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.