Inbound mail

Every email that reached one of your department addresses, and exactly what became of it — reached from "Inbound mail" on the All tickets screen, so "we never got your email" always has an answer.

When you would use this: a customer says they emailed and nothing arrived, or you want to see what an automated rule (a blocked sender, a spam filter) has been quietly turning away.

What each row shows: when it was received, who it was from and which address it reached, the subject, and the outcome — opened a new ticket, appended to an existing one, an unmatched address, or dropped, with the reason: automatic (a bounce or an out-of-office, recognised and ignored), a reply loop, too many too fast, a blocked sender, or a spam filter match. A row that opened or appended to a ticket links straight to it.

What happens next: nothing here is actioned by hand — this is a record, not a queue. If a genuine message was dropped, the fix is in the rule that dropped it (see "Blocked senders" or "Spam filters"), not on this screen.

When it refuses: "Inbound mail is not available to your role" needs the same permission as reading every ticket your firm has — narrower access to the queue does not include this.