An email's source code carries various valuable information that can be useful in investigating why an email message was or was not added to an existing ticket, why it was flagged as spam, or why it does not display the entire content of the email.
To view the source of an email message, access the ticket containing the message, click on the three dots in the top right corner of the message, and select "Show Source". If the email's source is still available in the system, it will be downloaded as a text file.
Please note that the sources of incoming emails are only available for 60 days. The system does not retain source codes of older received emails, or sent emails.
The example screenshot below illustrates how two seemingly unrelated emails with different subjects were merged into a single ticket. By accessing their source codes and examining the headers, we can deduce that the second email is actually a reply to the first, despite its different content. This is because the Message-ID value of the first email is noted in the In-Reply-To and References headers of the second email.
The next example screenshot depicts why a new ticket, created from a received email, was marked as Spam. This was due to its spam score of 5.5, as assessed by our SpamAssassin feature, where the limit is 5.0.
The source denotes also a complete spam report, which can be provided to the customer of which email was flagged as spam for further investigation with their email accounts administrator/provider.