---
key: check-support-inbox-health-and-retry-failed-work
title: Check support inbox health and retry failed work
audience: staff
section: settings/communications
routes: ["/settings/communications/ticketing/operations"]
permissions: ["communications.email.inbox.ticketing_settings.view"]
features: ["communications.ticketing"]
since: 0.0.1
updated: 0.0.1
status: published
summary: See whether each support mailbox is still bringing in email, make Nova read a mailbox again, retry or close out failed background work, and read customer ratings and portal article results.
keywords: [inbox not receiving, email stopped, mailbox health, resync, failed tasks, retry, customer satisfaction, CSAT, ticket ratings, help desk health]
related: [turn-on-ticket-creation-for-a-support-inbox, import-past-email-into-a-support-inbox, add-routing-rules-to-a-support-inbox, connect-a-microsoft-inbox, fix-an-inbox-that-stopped-syncing]
---

In the sidebar, open **Settings**, then choose **Ticketing** under **Communications**, then choose **Operations** in the ticketing menu. The page address is `/settings/communications/ticketing/operations`. It gathers the advanced tools: mailbox health, failed background work, customer ratings and portal article results.

## Before you start

- Most teams only need this page when a support inbox stops bringing in email, or to see how customers rate the help they got.
- Each card has its own permission. A card your role cannot use says so instead of showing figures.
- The page works on one inbox at a time, the first one to start with. Press an inbox under **Inboxes needing attention**, or pick one under **Inbox routing surface** in **Routing Rules**, to switch.

## Steps

When a support inbox stops bringing in email:

1. Under **Provider Health & Transport Readiness**, read **Healthy inboxes**, **Needs attention**, **Task failures** and **Selected inbox**.
2. If the mailbox is listed under **Inboxes needing attention**, press it. Its status word (**Needs reconnecting**, **Sync stopped**, **Delayed** and so on) and its error show under its name.
3. Read **Subscription / watch** and the box below it for the last successful update and any error.
4. Press **Force resync** to make Nova read the mailbox again. For Google and Microsoft mailboxes, **Force resubscribe** renews the link that tells Nova about new email.
5. If the inbox reads **Needs reconnecting**, **Disconnected** or **Suspended by provider**, Nova cannot reach the mailbox, and **Force resync** stays greyed out with **Reconnect this inbox first**. Reconnect it on its card under Email Accounts; see [[fix-an-inbox-that-stopped-syncing]].
6. If the inbox reads **Sync stopped**, Nova gave up after repeated errors. **Try again** on its card under Email Accounts restarts it without pulling everything again; **Force resync** here also restarts it, but pulls the whole mailbox.

When work has failed:

1. Under **Async Failures & Operator Replay**, choose the **Failure scope** (**Selected inbox only** or **All ticketing/email ops**) and the **Failure type**.
2. Press a failure. The right side shows the error and a next step, such as **Operator intervention required** or **Replay after the cause is fixed**.
3. Once the cause is fixed, press **Replay failure** to run it again.
4. Type **Resolve notes** saying what you did, then press **Resolve failure**. Tick **Include resolved failures** to see closed ones again.

## What you see

- **CSAT & Resolution Feedback** shows the **Average score**, **Response rate**, **Responses** and **Suppressed** surveys, the **Score distribution** out of 5, and ratings **By queue**, **By request type**, **By assignee** and **By provider / channel / SLA**.
- **Portal Knowledge Deflection** counts **Portal attempts**, **Articles opened**, **Solved attempts** and **Still created tickets**, with **Request type performance** and **Top suggested articles**.
- **Capability Summary** lists each mail provider as **Enabled** or **Not enabled** for tickets, with how many inboxes use it.
- **Attachment Security** explains why an attachment can be blocked and whether your role may see or override that.
- **Historical Import & Cutover** and **Routing Rules** work as on each inbox's own pages; see [[import-past-email-into-a-support-inbox]] and [[add-routing-rules-to-a-support-inbox]].

## If something looks different

- **Force resync** and **Force resubscribe** are greyed out: your role cannot override mailbox connections, or the reason reads **Reconnect this inbox first** because the inbox needs reconnecting. **Force resubscribe** also stays grey for other mailboxes, which Nova checks on a timer instead.
- **Replay failure** is greyed out: the failure is already resolved.
- A card says this operator cannot view it: your role lacks that card's permission. Ask your admin.
- You land on Email Accounts or a no-access page instead: ticketing is not part of your plan, or your role cannot see ticketing settings.

[[route:/settings/communications/ticketing/operations|Open Ticketing Operations]]