Problem

I have integrated my Email account into Comm100, but I cannot find email tickets for incoming emails on My Agent Console.

Cause 

There are following possible reasons for the issue that you are experiencing:

• The incoming email has not arrived in the Inbox of your account, or has been moved to other folders by a rule.
• The email integration is not working properly.
• The sender email /domain is blacklisted in your Ticketing & Messaging settings.
• The ticket hits the condition rules defined by a Trigger which automatically deletes the ticket.
• The From email and To email accounts have the same domain and are both integrated to Comm100. For example, if both support@comm100.com and sales@comm100.com are integrated into Ticketing & Messaging, for emails from support@comm100.com to sales@comm100.com (or vice versa), tickets are not generated. 

Solution

1. Go to your email account, check if the email arrives in the Inbox instead of Spam, Junk or other folders.
2. Log in to your Comm100 Control Panel, go to Ticketing & Messaging > Channels > Email, check if the email integration is enabled and if the integration status is Succeeded.
   
3. Check if the email integration is working properly. You can send a message using the New Email Ticket option from the Agent Console.
   
4. On your Comm100 Control Panel, go to Ticketing & Messaging > Settings > Blocked Senders, check if the sender domain or email has been blacklisted.
   
5. On your Agent Console, click Recycle Bin and see if the ticket is there.
   
   Note:  If you want to change the Trigger rules that delete the ticket, go to Ticketing & Messaging > Settings > Triggers.
6. Check the sender email and receiver email addresses. If they have same domain and are both integrated to Comm100, you can only check the email in your Inbox.
7. If the email has arrived in less than five minutes, please wait and check if the ticket is created. The system auto checks itself every 5 minutes for missed email, hence sometimes waiting for 5 minutes will help.