Email troubleshooting

SummitPSA gives you several built-in tools to pinpoint email problems. Start with the account list under Admin → Email accounts.

Outbound mail isn't sending

• No active SMTP account. Outbound mail uses the first active account that has an SMTP host. Confirm one exists and is Active.
• Demo mode. When the install runs in demo mode, all outbound email is force-disabled by design — no mail will ever be sent.
• Wrong port/TLS combination. Use port 587 with TLS on, or port 465 with TLS off (implicit SSL).
• Auth failures. Re-enter the SMTP password (it is write-only in the form — leaving it blank on edit keeps the existing value).
• Landing in spam? See Email deliverability: SPF, DKIM, and DMARC.

Inbound mail isn't creating tickets

• Use the Test button to verify the IMAP connection, then Poll now to process immediately.
• Check last error on the account — failed polls record the error message there.
• Only unseen messages are processed. A message already marked read in the mailbox is skipped.
• Open the account's Email log (last 50 messages). Each row shows the action: created_ticket, added_reply, or ignored (bounce/auto-reply).
• Duplicate Message-IDs are skipped, so re-sending the same message won't create a second ticket.

Mailgun webhook issues

• 406 responses mean a signature mismatch — confirm the mailgun_signing_key matches your Mailgun domain.
• 503 means the signing key or the SMTP anchor account isn't configured yet; Mailgun will retry.

An SMTP-only account is intentionally never polled over IMAP. If you expect inbound IMAP, make sure the IMAP host is set.