Emails not showing up: Spam?

[kami]

Hi;
I am wondering if SupportSuite has its own spam protection system? All emails to our support system is also sent to another email for confirmation - this way we can make sure the system is not down or no support emails are lost. I have noticed a couple of times we get an email in our mailbox but it does not show up in the support system.

I have searched the system to see if it has any spam detection system but can't find anything. Does SupportSuite handle spam - I am thinking it is deleting some emails.. it makes no sense for emails not showing up in SupportSuite.

Regards,
- Kami

[r2tech]

Hi,
We are also having this problem.
We have our reports@XXXX.com forward to esupport as well as another mailbox. A lot of emails aren't making it to esupport but are getting to the other mailbox.

Is there anywhere to check where / how mails are processed?

Cheers

[John Haugeland]

I am wondering if SupportSuite has its own spam protection system?

Not yet, though one is under development.

I have noticed a couple of times we get an email in our mailbox but it does not show up in the support system.

This may also represent damaged mail, or mail going to addresses for which SupportSuite does not have queues (or more practical issues, like that the queue mailbox might be dropping mail). You can get a final answer about why a given mail was not imported by going to your admin control panel and hitting "parser log": any mail SupportSuite sees, even if it's rejected, is listed there.