Troubleshooting

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

Email is not becoming tickets

1. Open Settings → 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 the mail headers 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 SLA card on the ticket: it shows each deadline and whether the clock is paused. In our experience the answer is business hours or holidays 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.
• Settings → Roles & Permissions shows exactly what each role includes, 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@supportcentral.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. The public /status page 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.