# Email gets generated but ticket doesn't (sometimes)

**URL:** https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753
**Category:** Technical assistance
**Created:** [January 16, 2023, 10:37am UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753 "2023-01-16T10:37:25Z")
**Posts on this page:** 1
**Showing post:** 6

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### Author: ![MrGeneration](https://community.zammad.org/user_avatar/community.zammad.org/mrgeneration/32/9260_2.png) [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [March 29, 2023, 1:06pm UTC](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753/6 "2023-03-29T13:06:20Z")

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Use your production.log of the day the issue occured and lookup the message id.  
If it hits your instance then you will be able to find it within the log and will also be able to see what happened to it.

As I said, the classics are:

- no permissions in the affected group
- another instance is pulling the mail (e.g. test instances)
- (doesn’t match your case but for completeness) Zammad is unable to process the mail and puts it to `tmp/unprocessible_mail/`

Zammad will _never_ generate a answer mail or agent notification unless the ticket has been created successfully. Never ever.

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_[View the full topic](https://community.zammad.org/t/email-gets-generated-but-ticket-doesnt-sometimes/10753)._