If you emailed the helpdesk and no ticket appeared, one of the following usually explains it.

Common causes

• The address was wrong. Only mail sent to a registered helpdesk address is processed.
• The message was over 35 MB, including attachments, so it bounced.
• The sender is blocked by a filter or blocklist rule.
• The message looked automated. Mail with an auto-submitted header, such as out-of-office replies and bounce notifications, is ignored on purpose to avoid loops.

What to do

Resend from a different address, or raise the ticket through the Help Center instead. If it keeps happening, an administrator can check the mailbox error log under Admin, then Channels, then Email.