We have had it happen a handfull time that a customer would contact us via some other channel and say that they sent an email but we never responded. Then, when we check the tickets, there’s no trace of anything from that person.
We are using GSuite email with a custom support email and forwarding set up to Freshdesk. We get plenty of tickets so the system is working and the set up is correct. But why would only some emails never make it to tickets and be lost in space?
Best answer by Keer
There are a plethora of reasons why this could have happened. Did you happen to check this article which lists all potential reasons why an email could have possibly been not converted to a ticket?
If not, can you check it once and see if any of the listed reasons could be the root cause?
If that doesn’t help, you can help us with the details of the email, preferably, the message ID (Steps to get the ID) of the email that was not converted to a ticket and we can have this checked in the logs for you.
You can write to firstname.lastname@example.org with the details and our support buddies would be glad to help you with this case.
Freshworks Community Team