Check support inbox health and retry failed work

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.

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 Bring older 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.

Open Ticketing Operations