Why didn't an email become a ticket?

The most common causes are that someone already opened the email in the mailbox, the sender is blocked, the email was filtered into a separate list, or the support inbox settings are incomplete.

Steps

1. Wait at least 5 minutes. The inbox is only checked periodically.
2. Look in the “Filtered email” list of your Inbox project. Promotional, vendor billing and automated messages land there instead of the normal queue.
3. Check whether the email was a reply containing “ticket#” and a number. If so, it was added to that existing ticket’s Email tab rather than creating a new one.
4. Check the mailbox itself. If the message is already marked as read, WorkHub skipped it. Mark it as unread and it will be picked up on the next check.
5. Ask a company admin to confirm Settings > Company Settings > “Support inbox” has the IMAP server, Support address, Mailbox password and Inbox project filled in.

Good to know

• Mail from blocked senders is discarded without creating a ticket.
• Emails sent from the support address itself are always ignored.
• If the mailbox password has changed, or the Gmail App Password was revoked, no mail is collected until it’s updated.
• If the Inbox project has no task lists, new email tickets can’t be created.