E-mail did not turn into ticket


one of the e-mails sent to our FreshDesk e-mail address did not automatically convert into a ticket in our FreshDesk. This is a huge problem - is there any way to prevent this from happening?

Below is the e-mail's header, if it is any help:

From: Bc. Martina Jand=C3=A1=C4=8Dkov=C3=A1 []=20

Sent: Thursday, November 23, 2017 11:32 AM

To: Ucto Freshdesk <>;  UctoBox <uctobox@e-=>

Subject: Fwd: Fwd: Vy=C3=BA=C4=8Dtov=C3=A1n=C3=AD pr=C3=A1vn=C3=ADch slu=C5=BEeb

Thanks for answering,


1 Comment

Hello Kristyna,

Thanks for the headers. Upon checking our server logs, I was unable to track the locate the ticket conversion activity. In fact, there are no traces of the email being received successfully. Can you please check your SMTP logs and see if the email was successfully forwarded to Freshdesk?