You have set up the Lansweeper Helpdesk to create a new ticket from your incoming emails. It all worked, but suddenly you realize you are not receiving any new tickets.
What could be wrong?
To find the root cause for this issue, you'll need to log into your mail server.
Are the emails stuck in the helpdesk's Inbox folder?
If the emails are not being processed, there likely is an issue with your scanning service. Try restarting the Lansweeper Server service.
Are the emails located in the helpdesk_archive folder?
If the emails are located in the archive folder, it would mean that the Lansweeper Helpdesk processed and attempted to convert the emails into a ticket. If a ticket is unavailable in the helpdesk, troubleshooting in debug mode would be required to fix this issue. Our technical support team can assist you with this process.
Are the emails located in the helpdesk_ignore folder?
This means that the emails were processed by the helpdesk and caught by the settings in the Configuration\E-mail settings section of the local web console. If the helpdesk recognizes an email coming from itself, it will also be ignored.
Are the emails in a different folder (Junk/Spam/Other)?
The emails are probably moved out of the inbox before the helpdesk can handle them. This is mostly caused by a setting in the mailbox or email server itself.
The emails are not located in any folders at all?
Something outside of Lansweeper prevents the email from reaching the helpdesk account. The helpdesk itself cannot remove mails from your mail server. This can be caused by settings in your email server or another app that is moving or deleting the emails.
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