Since last Friday, we have been experiencing massive delays for tickets being created from new emails. We have the support mailboxes directly added to the system using this button:
Emails are coming through to the shared inboxes, but tickets are taking hours to be created. This hasn’t been an issue for the rest of the year. We’ve tried removing the inboxes and re-adding them (after hours), and it did not fix it. There are currently no error codes in relation to the inboxes.
It is 3:03 PM EST right now, and we have not had any new tickets created since 9:41 AM, despite 86 emails having been sent to the shared inbox within that time frame. Not sure what else to do, so any help will be greatly appreciated. Our Plumsail HelpDesk instance is fully up to date, by the way.
The tickets have finally started to catch up around 5:00 PM, and have now fully caught up by 5:30 PM, but this happened the past two days as well, and then the delays happened again the next day.
Could you please provide some additional information to help us investigate the issue?
Please send the following to support@plumsail.com and indicate that it relates to the community discussion:
Do you use any custom triggers? If so, how many, and which ones?
