Email doesn't create a ticket
If an email sent to the helpdesk doesn't create a ticket:
1. If you use POP/IMAP/O365 (i.e. not out provided SaaS mailbox) and you're sure that the email reaches the support mailbox - check that the helpdesk app deletes those emails. Or marks them as "read". This is a sign that the email was collected. If the emails are still there - it means there was an error connecting or pulling emails. Click the "Test" button in "Admin - Email - Incoming mailboxes" to do a test run and see if there are any errors.
2. Make sure that the sender has a user account with your helpdesk or that your helpdesk accepts emails from unregistered users. And if the user is present - make sure the user is ENABLED, otherwise his emails would be dropped and won't create any tickets.
3. Make sure email notifications are enabled both globally (Administration > Email settings) and for the user's profile.
4. Make sure the email is not sent by a robot (e.g. mailer-daemon, postmaster, etc.), and it's Subject line does not contain delivery status, out-of-office notifications and other common autoresponder terms; the helpdesk program filters those out, i.e. deletes the messages without creating tickets from them.
1. If you use POP/IMAP/O365 (i.e. not out provided SaaS mailbox) and you're sure that the email reaches the support mailbox - check that the helpdesk app deletes those emails. Or marks them as "read". This is a sign that the email was collected. If the emails are still there - it means there was an error connecting or pulling emails. Click the "Test" button in "Admin - Email - Incoming mailboxes" to do a test run and see if there are any errors.
2. Make sure that the sender has a user account with your helpdesk or that your helpdesk accepts emails from unregistered users. And if the user is present - make sure the user is ENABLED, otherwise his emails would be dropped and won't create any tickets.
3. Make sure email notifications are enabled both globally (Administration > Email settings) and for the user's profile.
4. Make sure the email is not sent by a robot (e.g. mailer-daemon, postmaster, etc.), and it's Subject line does not contain delivery status, out-of-office notifications and other common autoresponder terms; the helpdesk program filters those out, i.e. deletes the messages without creating tickets from them.
5. Review the audit log under "Reports - Audit log". If a message was rejected by the system, there should be a message there.
In very old versions for .NET Framework add this line to the web.config file inside the "appSettings" section.
P.S. You can disable the "useless email filter". In recent versions this is controlled under "Admin - Email - Disabled useless filter for specific domains". For older self-hosted installations this setting is in the appsettings.json file. To disable the filtering edit the file and set:
"disableUselessMessageFilter": true,In very old versions for .NET Framework add this line to the web.config file inside the "appSettings" section.
<add key="disableUselessMessageFilter" value="true" />
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