Troubleshoot email delivery

Start by identifying the direction. Incoming receipts explain whether a message became a ticket; Pending Emails explains what happened to an outgoing reply or notification.

Incoming mail doesn’t appear

Open /admin/email-settings, select the mailbox and check its status and Activity tab.

Observation	Next check
Worker paused	Review the configured sources, then select Start worker.
Deployment blocked	Ask the deployment owner to check EmailIngestion:Enabled; the UI can’t override a deployment stop.
Mailbox or ingestion disabled	Enable both switches under Processing and save.
Worker unavailable	Check the API worker’s availability and shared heartbeat.
Authentication or source error	Run Test → Incoming connection and check credentials, folder, TLS and network access.
Captured but held	Open Incoming receipts, read the reason and correct routing.
Old message skipped	Check whether the mailbox began with New messages only. Use reviewed import when needed.

Sync now queues a saved source through the normal worker. It doesn’t override a pause or deployment block. An eligible held or failed receipt offers Retry after you fix its cause.

Import selected older mail

In Incoming receipts, select Import existing mail…, then Preview. The preview shows eligible baseline-skipped messages from their original source. Select up to 25, review the senders and subjects, acknowledge that processing may create incidents and notifications, and choose Import selected.

This queues the selected messages; check their receipt outcomes after processing. It doesn’t reset the mailbox cursor or replay the whole mailbox. POP3 previews use counts because POP3 doesn’t provide a trusted receive date.

An outgoing reply hasn’t arrived

Open /admin/pending-emails. Search by tracking reference, subject or recipient, then filter by organization, mailbox sender or error code. Inspect the delivery result before retrying.

• Ordinary failed delivery: repair the reported transport or credential problem and use the offered retry action.
• Sender configuration changed: use Review sender and retry. Check the original recipients and the current mailbox/transport before adopting the repaired route.
• Unknown outcome or partial acceptance: check the provider’s message trace and every listed recipient. The provider may already have accepted mail. Use the individual review action and record the required non-delivery evidence when a retry is appropriate.

Queue acceptance and provider acceptance are different stages. Keep the original delivery record while investigating so you can compare recipient outcomes.

Cancel delivery stops eligible work before submission. Remove queue entry prevents future dispatch of that queue record; it doesn’t recall mail already accepted or erase the ticket conversation. Review the selected records and reason in the confirmation dialog.

Mailbox and delivery recovery · Incoming diagnostics interface