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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?

Hi @JohanInsaka, good day :) 

 

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 support@freshdesk.com with the details and our support buddies would be glad to help you with this case. 

 

Cheers, 

Keer, 

Freshworks Community Team

 

 

 

@Keer  thanks so much for your reply.  None of the things in the article describes why the email wasn’t converted to a ticket. None of those missing emails/tickets were found in the spam folder. The email forwarding works because we are getting plenty of tickets otherwise and only a handful don’t get created.

What is the reasoning behind this?:

“If the 'From' and 'To' addresses of the email is the same, it will not get created as a ticket in Freshdesk. The same applies if the 'Reply-to' and 'To' addresses are the same.”

I don’t know whether the above happened, but it’s highly unlikely.

The problem we also have is that we have the forwarding set up from GSuite and in GSuite we don’t actually have an info@ mailbox set up but rather just a “group” so if the email doesn’t make it into Freshdesk then it’s lost for good. It’s not stored in GSuite anywhere.

I have mailed your support numerous times before with this query and never received any feedback.

 

Thanks

Johan

Thanks for taking the time to check this, Johan. 

Let me raise a ticket on your behalf to analyze this further so that we can get to the bottom of it. 

 

​​​​​​​-Keer

Thanks so much @Keer 

Hello @geebranz,

 

 

Can you please elaborate more on your issue with ticket creation in your helpdesk? You can alternatively write to support@freshdesk.com and we would be happy to help!

 

Cheers,

Freshdesk Community Team.

 

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