Emails not generating tickets

Question

We have included the service desk email account in a Google group from where we should be receiving tickets. However, not all emails are creating tickets. Some (few) of them randomly don't generate tickets, even if they are email replies to previous emails that have generated tickets. I've checked and there is no clear pattern on what could be blocking the ticket creation. Channel access is open to anyone (internal/external).

Any advice? Thanks!

Bookker Support · Answer

We have the same problem, using the default email. Some of the new mails recived, sended by the same email address generates a Ticket but some of them not, however our channel access is open only for registered mails and the account we are using is registered.

Rodrigo Sala · Answer

Yes, they are not even showing as “failed/blocked” in the email logs. We are using default one.

Jack Brickey · Answer

Have you looked at the email logs to see if the email is even received? Are you using a custom email or default?