Overview:
SherpaDesk's diagnostic report lets you view all incoming and outgoing email activity. It helps you check if your system is receiving emails and sending notifications to users.
Each email is marked as either IN or OUT:
- IN emails are those received by SherpaDesk, such as new ticket requests or replies to existing tickets.
- OUT emails are notifications sent from SherpaDesk, like ticket responses or alerts triggered by rules.
Every email entry includes a timestamp and ticket ID for easy tracking.
Steps:
Check Email Diagnostic Logs
1. Log in to Sherpadesk with valid credentials.
2. Click on “Settings” in the horizontal menu.
3. Click on "Emails" on the Configurations page.
4. Click on "Email Diagnostic Logs" button.
5. Technicians can search for specific notifications by entering a ticket number, a user’s email address, or a keyword. They can also apply filters to narrow down the results and find the exact type of message they want to review.
6. Click on the email
The details of the email include the exact recipient, the source of the message, and a link to the actual email file.
