Overview
This article provides troubleshooting steps to address the issue with replies sent by customers to a conversation via email.
Resolution
- Navigate to Administration > Channels > Email.
- Check if the email channel (that is not receiving replies from customers) is enabled.
- Verify that the helpdesk instance is accessible on the domain corresponding to the affected email channel. For example, if the email channel which is not receiving emails is set to be
support@yourcompany.kayako.com, open the following URL in the browser:yourcompany.kayako.com. If this instance is not accessible, any emails sent to or forwarded to this email channel will be lost. - Add a new email channel that corresponds to the working instance of your helpdesk portal. For example, if the portal is accessible on
sos1000.kayako.com, the email channel address should have the same domain name.