Phased rollout


This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Tracking and reprocessing incoming emails

As a case business analyst, track all incoming emails in the Incoming Email Messages console. Emails are sent to create new cases or update existing cases. In the console, you can view all emails and their details, such as date and time of receiving the emails, sender, email subject. You can view the status of the emails, and if an email is not processed successfully or has errored out, you can reprocess it.


To receive notifications when incoming emails are not processed, you must add recipients to the email notification templates. Learn about adding recipients to notification templates in Creating notification events and templates.

Understanding the Incoming Email Messages console

The following image shows the Incoming Email Messages console:

The following details about the incoming emails are displayed in the console:

  • Display ID: Unique ID of the incoming email.
  • Created Date: Date on which the incoming email is sent.
  • From: Sender of the email.
  • Subject: Subject of the email.
  • Status: Status of the email whether it is successfully processed.
  • Status Reason: Reason corresponding to the status of the email.
  • Ticket ID: ID of the case that is created or updated from the incoming email that is received. If no case is created or updated, the email ID of the sender is displayed.

Searching for an incoming email

You can search for an email in the console by the sender's email ID. You can also use the preset filters that are provided in the Filter option to search for the email.

Reprocessing unsuccessful emails

If an incoming email is not delivered successfully, a notification is sent to the administrator. As a case business analyst, you can view the unsuccessful emails in the Incoming Email Messages console and reprocess the incoming emails. The following image shows the Reprocess Emails option enabled for the selected unprocessed emails:


After the incoming email is reprocessed successfully, the status of the email changes.

Email status

The following table lists the email status of incoming emails:

StatusStatus reasonDescription
NewEmail receivedEmail is received but not processed.
In progressProcessing in ProgressEmail is being processed.

Subject ExclusionEmail was not processed because the subject contains words from the exclusion list.
Blacklisted EmailEmail was not processed because the email ID is blacklisted.
Not in Trusted DomainEmail was not processed because the email ID is not listed as a trusted domain.
Email LoopEmail was not processed because an email loop is detected for the sender email.
External Email Count ExceededEmail was not processed because the number of emails received from the external user crossed the maximum number of external emails per day threshold.
Email ID Not found in ConfigurationEmail was not processed because the email ID was not found in the incoming email profiles.
Email Subject EmptyEmail was not processed because it did not have a subject.
SuccessCreate TicketEmail is processed successfully and a case is created.
Update TicketEmail is processed successfully and an existing case is updated.
ErrorError or Exception OccurredEmail is not processed because an error occurred while processing.
Exception Occurred in Custom ProcessEmail is not processed because an exception occurred in the custom process.

To reprocess incoming emails

Learn how to reprocess incoming emails by clicking the right or left arrow in the following interactive image: 


An administrator receives a notification that four incoming emails are unprocessed. The case business analyst views the emails in the Incoming Email Messages console, selects the four unprocessed emails, and clicks Reprocess Emails. The emails are reprocessed successfully.

Related topic

Detecting email loops

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