Ticket was not created from email

[ixx13]

Good afternoon,

I encountered an issue. An email was received from a client, but a ticket was not created in the ticketing system. Clients primarily submit tickets via email, and everything usually works fine. Emails sent both before and after the problematic email were processed correctly by the system, and tickets were created.

As additional information, I can provide the following:
- The problematic email was marked as "read" in the mailbox.
- A new client record was created in the system for the sender of the problematic email (this was their first ticket).

Could you please advise how I can investigate this incident and check the logs or errors?

Thank you!

[Klemen]

If you have IMAP fetching enabled, Hesk will only fetch unread emails from the mailbox. If someone read the email using any other means, it would not be fetched into Hesk.

To troubleshoot the issue you can:
1. disable your cron job
2. go to Hesk Admin > Settings > Help desk
3. enable "Debug mode" and save changes
4. go to your mailbox and mark the email as unread/unseen
5. manually run hesk_imap.php in your browser (step 5 from https://www.hesk.com/knowledgebase/?article=91)

What does the log say?