You can view logs of the status of incoming and outgoing Email messages under Channels > Email > Incoming Log and Channels > Email > Outgoing Log respectively.

Viewing these logs can be useful when troubleshooting Email problems.

Bear in mind that Email processing does not happen instantly. There will be a slight delay between an Email arriving in the inbox of a Ticket account and Deskpro checking the account and processing it into a Ticket; similarly, outgoing Emails are queued up and sent out in batches.

You can filter either log to find particular Emails using the Filter option.

Hover over the end of the row and click on the Email’s information button here to see full details of the Email.

For more detail see  How do I enable logging for incoming email processing? and  Enabling logging for outgoing email

You can carry out actions on multiple Emails in a log at once by selecting the checkboxes at the left of the log and then selecting the Action button.

Incoming Email Log

The incoming Email log shows Emails that have been received by the Email accounts you have configured to receive Tickets.

These are the actions you can apply to Emails from the incoming log:

• Reprocess Emails: This will reschedule the selected Emails for processing.

  Use this option if Email has not been correctly converted into a Ticket or Ticket message and you want to try again. Note that Deskpro will not create a duplicate Ticket if the Email has already been processed.

• Delete Emails: Use this to remove the selected Emails from the system.

  Note that this deletes the raw Email source and the processing log from the system, but if the deleted Email has already been processed, any resulting Ticket or message will not be deleted.

• Purge Email & All Data: Use this to purge the selected Emails and data from the system.

• Abort Email & All Data: Use this to abort the selected Emails and data from the system.

Outgoing Email Log

The outgoing Email log shows pending messages that have not yet been sent, and messages where sending failed.

Messages that have been sent successfully are not displayed on this log.

All your outgoing mail is automatically logged and saved in your helpdesk, these logs are helpful for you to be able to view for any troubleshooting problems.

Please note that email processing does not happen instantly, there may be a slight delay as Deskpro queues up and sends outgoing mail in batches.

You can view the details of an email in the log by clicking on it in the list or by hovering over the end of the row and clicking the information icon.

This will open a drawer that will give you the details of the email:

These are the actions you can apply to Emails from the outgoing log page:

• Reprocess Emails: This will reschedule the selected Emails for processing.

  Use this option if Email has not been correctly converted into a Ticket or Ticket message and you want to try again. Note that Deskpro will not create a duplicate Ticket if the Email has already been processed.

• Delete Emails: Use this to remove the selected Emails from the system.

  Note that this deletes the raw Email source and the processing log from the system, but if the deleted Email has already been processed, any resulting Ticket or message will not be deleted.

• Abort Email & All Data: Use this to abort the selected Emails and data from the system.

Enabling Detailed Logging of Outgoing Email

If you are using Deskpro On-Premise, you can enable more detailed logging of outgoing Email.

These options should only be enabled if necessary for debugging.

To enable logging of communication between Deskpro and your SMTP server, set this option in config.php:

$DP_CONFIG['debug']['mail']['enable_mail_log'] = true;
 copy

The log will be written to data/logs/mailer.log within the directory where you installed Deskpro.

To save a copy of all outgoing Email, set this option in config.php:

$DP_CONFIG['debug']['mail']['save_to_file'] = true;
 copy

A raw copy of every Email sent by Deskpro will be saved in data/logs/emails.