| Replies don't arrive. | Look at Last email received. If nothing ever arrived, the service doesn't reach the desk: check the MX record of the reply domain, the route or webhook in the service, and that the desk's public address is reachable from the internet. The service's own log (Cloudflare's Activity log, Resend's webhook attempts, Mailgun's logs, Postmark's inbound activity) shows the answer the desk gave. |
| The service gets 401. | The secret differs between the desk and the service, or the server clock is off by more than five minutes (Cloudflare, Resend). |
| The service gets 404. | The desk is set to another service, or to none. |
| The service gets 400. | The desk couldn't read what the service sent: for Mailgun, the route doesn't forward to the address ending in /mime; for Postmark, the raw email option is off; for Resend, the API key is missing. |
| Emails still say replies aren't read. | The brand has no reply domain and the installation has none either, or no service is chosen. |
| Replies land in Email review as Other sender. | The requester answered from another address. Add it to the case, and add the sender as a contact if they should be known. |
| The reply shows too much or too little. | Quote removal recognises the common mail programs; when in doubt it keeps text rather than drop it. The original is in file storage for 30 days. |