Troubleshooting: emails not arriving

Work through these in order.

1. Check the spam and junk folders on the receiving side.
2. Remember that people never get an email about their own actions. If you replied, you will not be emailed that reply. Also, individual users can switch some events off under Helpdesk > Email notifications. See "Choosing which emails you receive".
3. Run the email health check. Go to Helpdesk > Settings, section "Email Notifications", and click "Run email check". Fix anything marked Warning or Fail. If your host blocks DNS lookups, you may see an Info line about DNS checks. See "Email notifications, From address and the email health check".
4. Click "Send test email to" your address in the same section, to see if a message arrives.
5. Use SMTP. Many hosts send unreliable mail. Install an SMTP plugin and connect your email provider.
6. Use a From address on your own domain, not a Gmail or Hotmail address.
7. Fix the SPF, DKIM and DMARC records with your domain host.
8. Check the customer's email address on the ticket for typos.
9. Send a test from your SMTP plugin, to confirm WordPress can send at all.

Notification emails are plain text and contain no link back to the ticket, so a customer who says they did not get a link is not missing anything.

Email Piping not creating tickets

• Check the PHP IMAP extension is enabled. The settings page says if it is not.
• Look at "Last run" on Helpdesk > Email Piping. An "Error: connect:" line shows the mail server's message.
• Check the IMAP host, username and password.
• WordPress cron must be running. On a quiet site, use a real server cron. See "Email Piping: tickets by email".
• Only emails from an address that matches an existing user create tickets. Others are skipped. The "skipped" count in Last run goes up.
• A reply only joins its ticket when it was sent to the ticket's special reply address.
• If "Sender check" is on and your mail provider does not add authentication results, every message is skipped.

Still stuck? Open a ticket on the support page on ABC and a real person will help.