Troubleshooting

The problems people actually hit, and what each one usually means.

Email is not becoming tickets

1. Open Admin → Mailboxes and read the message log. It records the reason for every skip.
2. The most common reason is the loop guard: the sender is an automated system or the mail came through a group. Add that sender to the automation allow-list.
3. The next most common is IMAP being disabled on the mailbox by the provider.
4. Press Test IMAP. A credential or certificate problem is reported exactly rather than generically.

A reply attached to the wrong ticket

Almost always a forwarded thread where somebody edited the subject. We match on Message-ID first for exactly this reason, but a forward from a client that strips headers can fall through to subject matching. Merging the two tickets is the fix.

The SLA looks wrong

Open the explanation panel on the ticket. It shows the policy, the clock start, every paused interval and the deadline. In our experience the answer is business hours nine times out of ten.

Somebody cannot see something they should

• Check their role, then check queue scope — an IT agent cannot see HR tickets by design.
• A requester sees only their own records, whatever else they have been granted.
• The audit log records every refused access with the reason, which is faster than guessing.

A payment succeeded but the plan did not activate

The plan is activated by a signed webhook from the payment provider, not by your browser. If it has not happened within a few minutes, your money is safe and nothing is lost — write to support@supportit.in with the payment reference from the confirmation screen and we will sort it the same day.

Nothing is running in the background

Scheduled reports, SLA sweeps, email ingestion and billing all depend on cron. Admin → Diagnostics shows the last heartbeat. If it is stale, the cron entries are missing or failing — and note that there are TWO of them, one for the application and one for billing.