Email-to-ticket creation is not working

Having trouble with email-to-ticket creation after following the setup steps? Your current settings might be the cause.

Here's how to troubleshoot:

Security Configuration:

• Allow Unregistered Users: In Admin Settings > Tickets > Settings, in the tickets security settings section ensure "Allow unregistered users to create tickets" is ON. This is crucial if your email provider requires a confirmation email, as it might originate from an unrecognized address.
• Whitelisted Domains: Check for whitelisted domains in Admin Settings > Account > Security. If present, verify that the domain associated with the confirmation email (e.g., "google.com" for Gmail forwarding confirmations from forwarding-noreply@google.com) is included.

Queue Access:

• Queue Access Rights: Navigate to Admin Settings > Contacts > Groups and confirm that the "Individuals" group and the group for non-logged-in users have access to ALL queues.

Ticket Confirmation:

• Tickets Pending Confirmation: Go to Admin Settings > Tickets > Settings and check the Anonymous user security settings section. If Web channel: confirmation or Email channel: confirmation or both is ON, your email might be awaiting confirmation. Check for a list of tickets needing approval by selecting the saved search for “Unassigned” tickets, and click the button at the top right for “pending confirmation”; the forwarding email could be there and can be approved to create the new ticket.

If you still encounter problems, please open a support ticket for further assistance.