Why are emails not becoming tickets?
An email that never turns into a ticket has almost always stopped at one of five places. Work down the list in order - the first two account for most cases.
1. The forwarding rule is not actually running
Your portal answers on its own address, usually [email protected]. If customers write to an address you already own, that mailbox has to forward to it. Two things commonly stop that working: Gmail will not start forwarding until you confirm the destination with the code it sends, and an Office 365 or Exchange rule can be scoped in a way that quietly skips external senders. Send a test from an outside address and watch whether it leaves the original mailbox at all.
2. The message went to an address nothing is listening on
The portal accepts mail on its default support address and on any address attached to a group under Settings > Groups. An alias that is not attached to a group has nowhere to deliver to. If you recently added a second address, check that it is saved against a group and that the group has at least one agent in it.
3. You have reached the monthly ticket allowance
The free plan covers 500 tickets a month. When that is reached, new tickets from email pause until the count resets at the start of the next month - your web portal stays open, so customers can still raise tickets there and it looks as though only email is broken. Your agent page shows current usage against the limit. Adding an agent pack raises both the agent and the ticket limit.
4. The sender is blocked, or the message was filed as spam
Check the spam view before assuming the mail never arrived. A message from a new sender can be caught, and a user who was blocked earlier will not create tickets at all. Blocking a user and marking a ticket as spam are different actions with different effects, so check both.
5. It is still on its way
Delivery normally takes a minute or two. If it is consistently slower than that, the mail is probably chaining through more than one mailbox before it reaches the portal - forward directly rather than through an intermediate account.
Still nothing?
Note the exact time you sent the test, the address you sent it from and the address you sent it to, then contact support with those three details. They are what makes a missing message traceable.
