Troubleshooting
Activation email not received
Section titled “Activation email not received”Admins can resend activation emails for pending admins and agents from Team or the team member detail page. Admins can resend activation emails for pending customers from the customer record.
Ask the user to check the target email address and spam folder. If the account remains pending, resend the activation email.
Password reset
Section titled “Password reset”Users can request a password reset from the reset password page. The reset flow checks password-reset status before accepting the new password.
Email sent to a custom address does not create a ticket
Section titled “Email sent to a custom address does not create a ticket”An active custom sender does not configure inbound email. Confirm that the custom mailbox automatically forwards to the exact support@$TENANT_SLUG.muninx.com address shown in Settings > Tenant. Muninx does not verify or monitor this external rule.
Use server-side automatic forwarding and avoid manual or multi-hop forwarding. Send a new test message from an unrelated email account after changing the rule.
Forwarding stopped after a tenant slug change
Section titled “Forwarding stopped after a tenant slug change”The forwarding destination includes the tenant slug. Changing the slug creates a new default address immediately, and Muninx does not redirect the address for the old slug.
Open Settings > Tenant, copy the current support@$TENANT_SLUG.muninx.com address, and replace the destination in the external mailbox’s forwarding rule. Also update any published references to the old default address, then send a test email and confirm that it creates a ticket.
A reply to an older ticket notification does not arrive
Section titled “A reply to an older ticket notification does not arrive”Ticket-specific Reply-To addresses contain the tenant slug that was current when Muninx sent the notification. If an admin changed the slug afterward, a reply to that older notification can no longer route to the tenant because historical slug addresses are not retained.
Respond to the ticket in the Muninx portal so the customer receives a new notification with the current Reply-To address. Do not tell the customer to send the reply to the general default support address if it must update the existing ticket; that address creates a new ticket.
Custom sender remains provisioning or shows failed verification
Section titled “Custom sender remains provisioning or shows failed verification”Confirm that all three Easy DKIM CNAME records shown in Tenant settings exist exactly as displayed. DNS detection can take up to 72 hours. After correcting the records, select Check verification again; deleting the sender is not required merely because a check failed.
Custom forwarding confirmation is rejected
Section titled “Custom forwarding confirmation is rejected”Some email providers confirm a forwarding destination by emailing it. The confirmation can become a Muninx ticket, or it can be rejected by Restricted or Closed customer access. If necessary, temporarily permit inbound ticket creation, complete the provider’s confirmation, and restore the previous access setting.
Custom-address tickets receive notifications from the default address
Section titled “Custom-address tickets receive notifications from the default address”Inbound forwarding and outbound sending are independent. Forwarding can deliver a custom-address message to Muninx while the sender is absent, disabled, or still provisioning. Enable and verify the custom sender to use it for ticket notifications. See Custom support email.
If the sender is active but the problem continues, select Re-check verification and confirm that the sending state remains Active.
Ticket unavailable
Section titled “Ticket unavailable”If a ticket shows as unavailable, it may not exist or the user may not have access.
Customers can only access tickets available in their account.
Upload in progress
Section titled “Upload in progress”Muninx prevents ticket creation or reply submission while files or inline images are still uploading.
Wait for uploads to finish. If an upload failed, remove the failed attachment or upload it again.
Closed ticket cannot be updated
Section titled “Closed ticket cannot be updated”Closed tickets are permanently locked. They cannot be updated or reopened.
Tickets become closed only through the tenant’s auto-close setting after remaining solved for the configured duration. Users cannot manually change a ticket status to closed.
Create a new ticket if more help is needed.
AI tools disabled
Section titled “AI tools disabled”AI tools require an AI-assisted agent type. Human agents do not have AI draft and improve-response tools.
Suspended users and billing
Section titled “Suspended users and billing”Suspended memberships cannot access that tenant but remain part of its billing plan. Suspension does not delete the global account or affect its other tenant memberships.