Helpdesk Service does not create ticket

[FLHO_Molto]

Hi!

I'm quite new to the forum so i hope this thread is in the right location:

My problem is as follows:

We use Lansweeper Helpdesk/Ticketing Service for several months now. But there are some issues, that some incoming ticket mails are not automatically associated as tickets, so users need to resend tickets twice or even more often until the ticket i successfully created. (we rechecked, there are no filters to ignore the mails)

The E-Mail then remains unread in the helpdesk inbox. 

Is there any possibility to log why the service did not create a ticket? Maybe this is already logged, but i can't find the logfile.

Thanks in Advance!

Florian

[David_GF]

Hi @FLHO_Molto 

There are some helpdesk options that will ignore emails if they are not coming from known senders or without a ticket ID ins the subject, maybe you have those configured?

If that's not the case, please contact our support team https://www.lansweeper.com/contact/contact-support/ to do further troubleshooting, as that might require to activate several helpdesk debugging options.