Email replies not being picked up

[MarcStevens]

When user or agent replies to help ticket via email, the system is not picking up the reply and adding the information to the ticket. Or I should say, not all the time - sometimes it works, sometimes it doesn't.

We are using the free version on Lansweeper during testing and use Office 365 for email.

[Susan_A · Accepted solution]

If you haven't already, I would recommend:

• Updating to Lansweeper 6.0.0.22 by following these instructions, as we fixed some bugs.
  
• Double-checking whether the incoming and outgoing email checks are green under Configuration\E-mail Settings.