Troubleshoot Prismara Desk

Cause: The email went to the wrong address, the forwarding from your mailbox to Prismara Desk is not set up, or the sender is blocked.

Resolution:

1. Check the email was sent to your organisation’s support address, for example support@contoso.example.
2. As an administrator, open Settings > Email channels and check the channel status is Active.
3. Check that mail forwarding from your support mailbox to the address shown on the channel page is still in place in your mail system.
4. Check Settings > Email channels > Blocked senders in case the sender’s address or domain is listed.

Cause: Notifications may be filtered to your junk folder, or turned off in your preferences.

Resolution:

1. Check your junk or spam folder for messages from Prismara Desk.
2. Mark the message as Not junk and add the sender to your safe senders list.
3. In Prismara Desk, select your profile > Notification preferences and check that email notifications are on.
4. If nothing arrives at all, ask your mail administrator whether messages from the sender are being quarantined.

Cause: Each attachment can be up to 25 MB. Your email system may also have its own, smaller limit.

Resolution:

1. Compress the file, or reduce the size of screenshots.
2. Split large logs into several files.
3. If you need to share a larger file, share it from SharePoint or OneDrive with the agent and paste the link in the ticket.

Cause: SLA time is counted in business hours, in the time zone of the schedule linked to the SLA policy. The timer also pauses while a ticket is Waiting for you.

Resolution:

1. Open the ticket and check the SLA panel for which policy and business hours schedule apply.
2. In Settings > Business hours, check the schedule’s Time zone, working hours and holidays.
3. Remember the times shown to you are converted to your own time zone, which may differ from the schedule’s.
4. If the priority changed, the targets were recalculated. See Work a ticket queue.