---
title: "Tickets not being created?"
space: "Helpdesk"
url: "https://docs.frappe.io/helpdesk/tickets-not-being-created"
updated: "2026-01-06"
---

You may face some issues like, email is being sent to your email account but the tickets are not being created.

If you are facing something similar. Follow this:


1. Go to Desk
2. Go to Email Account => Open your Email Account
3. Click on Incoming Tab

![Screenshot 2025 12 11 at 2.45.59 PM](/files/Screenshot%202025-12-11%20at%202.45.59%E2%80%AFPM.png)


4. Scroll down to the section called IMAP Details 
5. Here configure the the "IMAP Folder" like this

![IMAP](/files/IMAP.png)

Add "INBOX" in "Folder Name"
Add "HD Ticket" in "Append To"

6. Save the document
7. Click on Pull Emails