1. Issue: Specific emails are not converted into tickets 
  2. Issue: All emails are not converted into tickets

Issue: Specific emails are not converted into tickets 

1. Check if tickets are landing in the Spam folder 

Check if tickets are landing in the Spam folder. Navigate to the tickets page and check your spam folder by selecting the Ticket Views icon.
2. Check if the associated contact has been deleted 

To check if an associated contact is deleted, navigate to the Contacts page from the navigation menu. Once you are on the contacts page, click Contact Views on the top left of the contacts page and then click Deleted contacts.
If the contact associated with the ticket is visible, select that contact and click Restore. This should resolve the issue.
3. Check if automation rules cause tickets to be marked as spam

Check automation rules. A few automation rules may sometimes cause tickets to be marked as spam automatically. Restore the affected ticket and open it to check if an automation rule has been applied to a ticket.


Now click Show activities. This shows all the rules that have been executed on that ticket. Check if any rules cause tickets to land in the Spam folder and modify or delete them appropriately.


Freshdesk automatically moves tickets to the Spam folder if inappropriate content or a sudden surge in incoming emails is detected. If you think this affects valid tickets, please contact support@freshdesk.com for further investigation of email headers.


Issue: All emails are not converted into tickets

Follow these instructions if all emails are not getting converted into tickets. If the issue only affects individual emails, please contact support@freshdesk.com.

Custom mailbox (youremail@yourdomain.com) disconnected

Your mailbox may be disconnected. Reauthorizing your mailbox may resolve the issue.


Check if IMAP is enabled in your mailbox. If you are unsure of how to enable IMAP,  check with your IT team. They should be able to help. Enabling IMAP should stop the issue from occurring.


Issues with default mailbox provided by Freshdesk (youremail@companyname.freshdesk.com)

Please verify if email forwarding has been set up correctly. Email forwarding setup varies from provider to provider. Refer to these articles to set up forwarding using Gmail or Microsoft Office 365.


If the issue is not resolved, contact support@freshdesk.com