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Fix: Emails Not Creating Tickets

Last updated: 2026-04-08
emailticketsforwardingtroubleshooting

Emails Not Creating Tickets


If incoming emails are not creating tickets in Kamili Help Desk, follow these troubleshooting steps.


Check Email Forwarding

  • Go to Settings > Channels > Email
  • Verify your forwarding address is correct
  • Send a test email from an external account
  • Check the "Email Logs" tab for delivery status

    • Common Issues


    Forwarding not set up correctly:

    Your email provider (Gmail, Outlook, etc.) must forward emails to your Kamili support address. Verify the forwarding rule is active and the address is exact.


    SPF/DKIM/DMARC issues:

    If your domain has strict email policies, forwarded emails may be rejected. Add Kamili's sending domain to your SPF record.


    Spam filter blocking:

    Check if forwarded emails are landing in spam. Whitelist the Kamili support address in your email provider.


    Rate limiting:

    If you receive a large volume of emails in a short time, some may be temporarily queued. Check Settings > Channels > Email > Queue for pending emails.


    Still Not Working?

    Contact support at support@kamililabsllc.com with:

  • Your organization ID (found in Settings > General)
  • The email address you are forwarding from
  • A sample email that failed to create a ticket

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