Some mails are not converted to tickets.


We forward our helpdesk mail adress from our email server to freshdesk, and some very specific customers don’t get a ticket created when this happens, its maybe 2 or 3 customers in total that we know of. We can follow their emails from our mailserver to being forwarded to freshdesk. But then no ticket in freshdesk, even after the customer repeatedly sent emails over the same day, and put a specific agents email in CC.

They are not in spam, we allow any email to create a ticket, they used to be able to make tickets but at some point this stopped. By far most emails seem to be turned into a ticket so its a bit weird.

How would we go about debugging this? Is there a log of all incoming emails to freshdesk?

4 people have this problem

Some mail logs, the forwarding to Gmail works, the one to freshdesk does not (create a ticket) 

Oct 14 19:19:14 test sendmail[24200]: x9EHJDIx024200: from=<>, size=589429, class=0, nrcpts=1, msgid=<>, proto=ESMTP, daemon=MTA, []
Oct 14 19:19:15 test sendmail[24201]: STARTTLS=client,, version=TLSv1/SSLv3, verify=FAIL, cipher=ECDHE-RSA-AES128-GCM-SHA256, bits=128/128
Oct 14 19:19:15 test sendmail[24201]: x9EHJDIx024200:, delay=00:00:01, xdelay=00:00:00, mailer=esmtp, pri=649626, [], dsn=2.0.0, stat=Sent (OK 1571073555 z20si15819817wmc.44 - gsmtp)
Oct 14 19:19:18 test sendmail[24201]: STARTTLS=client,, version=TLSv1/SSLv3, verify=FAIL, cipher=ECDHE-RSA-AES256-GCM-SHA384, bits=256/256
Oct 14 19:19:19 test sendmail[24201]: x9EHJDIx024200:, delay=00:00:05, xdelay=00:00:04, mailer=esmtp, pri=649626, [], dsn=2.0.0, stat=Sent (Message received)

Not all emails from our gmail account, our primary account,  are generating tickets. We keep missing orders from customers which is not good for business. How do we fix this?


Apologies for the delay in response. I can see that our support team has resolved this issue for you, @Bart.

@Samantha, When the forwarding rule for ticket creation in Freshdesk is set accurately in the mailbox settings of your support email address, any email reaching your mailbox should be converted as tickets. Please log a ticket with us at and our team would be happy to help you further on this.