Hi,
we recently set up the company support portal but we are facing an issue: emails sent to the support email address, as well as replies to existing tickets via email, get lost somewhere. When a customer sends an email no ticket is created or updated if already existing. Already checked settings and all seems correct. Someone got any idea?
Thank you.
Mauro
+6
Hi
Greetings from the Freshworks community!
Tickets landing in your mailbox will not be created as tickets if any of the following points mentioned in this article are satisfied. - https://support.freshdesk.com/en/support/solutions/articles/235777-emails-not-converted-to-tickets-in-freshdesk
If the email doesn’t fall under any of the categories mentioned above, please drop a DM or email to support@freshdesk.com with the email headers of one such mail, so that we can have the logs checked from our end and pinpoint the issue. You can refer to this article on how to extract email headers - https://mxtoolbox.com/Public/Content/EmailHeaders/
Feel free to drop a note here incase of further queries.
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