Emails are not generating Help Desk tickets

Created by Ezra Weinstein, Modified on Thu, 29 Sep 2022 at 04:32 PM by Hannah Harris

Your email credentials may be incomplete. It is likely you are missing the IMAP Host and IMAP port on your email credentials. In order to parse incoming mail, you need to enter the IMAP fields.  The background process will skip those mailboxes completely if it has no way to pull mail from them.


The help desk will pull email from the inbox of an email credential if:


  1. The email credential has a value for IMAP host and IMAP port.
  2. The email credential has a correct value for IMAP password, or SMTP password (for most systems the two passwords are the same now)
  3. The email credential has a code of HELP_DESK, -OR- the email credential is associated with one of the Help Desk Types set up in Help Desk > Types.
  4. Note that the Help desk will only pull unread emails.


Outlook 365 settings
Gmail settings


Additional Troubleshooting Steps


  1. Try testing your email credentials from a desktop mail client such as Mozilla Thunderbird (  Thunderbird is often able to automatically detect the correct settings for a mail server.  If you are able to download mail in Thunderbird, check the server settings that Thunderbird is using in Account Settings.
  2. If Thunderbird is unable to connect at all, you may need to enable IMAP on your mail server.  Here are the instructions to enable IMAP in Gmail:

    For accounts, IMAP should be enabled by default. If you are having trouble check these instructions:

    IMPORTANT NOTE: Office 365 / Microsoft 365 accounts are not the same as accounts, even though the mail server is the same. Different settings apply, including using port 143 for IMAP instead of port 993.


If this does not resolve your issues please submit a ticket for us to assist you further.


Related article: Setting up an app specific password

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