Service Desk

Held for Review and Rejected Mail

Some inbound mail is held back instead of becoming a ticket or an article reply. Review what was held and why on the Held for review tab, recover real messages, and use Rejected mail to answer 'did this email reach us?'

Not every email to your support address should become a ticket. Auto-replies, spam, and mail that fails its sender checks would clutter the Inbox, so DevStride holds them on the Held for review tab for a person to decide. Mail that is certain noise (a virus, an exact duplicate) is turned away without review, and every email that didn't become a ticket is recorded on Rejected mail.

The same applies to customers' emailed replies to article comment threads: a held or turned-away article reply appears on these tabs too, with the article it answers.

Who sees these tabs

Held for review and Rejected mail both require the Manage Requesters permission. See Permissions.

Review held mail

Open Service Desk → Held for review. The table shows From, Subject, About, Reason, and Received. About is filled in for a reply to a help article: the article's title, linking to the article with the thread open, or Article no longer available.

Reason	What it means
Auto-response	An out-of-office or similar automatic reply, or a recognized delivery-failure notice.
Rate limited	The sender sent an unusually high volume in a short time.
Spam	Flagged as likely spam.
SPF failed / DKIM failed / DMARC failed	The sender's identity couldn't be verified by that check.
Blocked sender	From a requester you've blocked.

The Held for review tab. When no mail is held, it shows an empty state; held messages appear here for triage.

Click a message to open the Held message dialog: the reason, channel, sender, received time, subject, and a text preview of up to 280 characters (not the full email). Then choose:

Recover: turn a message held by mistake into a ticket. A held article reply is posted on its article thread instead, as the customer's reply, and never opens a ticket; if the article can no longer take it, Recover says why and the message stays held. DevStride rebuilds it from the stored original and runs the checks again, skipping only the one that held it, so a message that also carries a virus stays out. A new ticket sends the customer the usual acknowledgement. Recovering doesn't allow-list the sender.
Mark spam: record it as spam and clear it.
Delete: discard it.

View original appears in the dialog but is not available yet.

Recover needs Service Desk switched on

While Service Desk is disabled, Recover refuses: "The service desk is switched off, so held messages cannot be recovered. Switch it on first."

Make it a habit, or automate the alert

Skim the queue periodically so a real request that tripped a filter doesn't sit unanswered. Or build an automation on the Channel Message Suspended trigger with a Send Notification or Call Webhook action; it fires for every held message, delivery-failure notices included. If one trusted customer keeps getting held, fixing their sender setup (or unblocking them) usually stops it.

The Rejected mail tab

Every email that reaches a support address is recorded with what happened to it. Service Desk → Rejected mail lists the ones that did not become a ticket, newest first, 100 at a time (Load more for older).

Column	What it shows
To	Which of your support addresses it was sent to.
What happened	Turned away, Held for review (it's also on the Held for review tab), or Failing, being retried for a processing error DevStride keeps retrying.
Reason	Why. Truncated appears beside it when the email was longer than DevStride stores.
About	Reply to a help article, linking to the article, when the email answered an article thread.
Received	When it arrived.
Original kept until	How long the original is kept: 395 days after arrival. Deleted when the sender asked to be erased.

Reasons you'll see include the held reasons above plus Virus detected, Duplicate of an earlier message, Reply address failed verification, Sent to an unknown address, Sent to a removed address, Support address was removed, Sender asked to be forgotten, Could not be routed, Processing failed, and Service Desk switched off, and Reply to a help article was not accepted.

The list deliberately shows neither sender nor subject. It answers "did this email reach us, and what happened?" without putting a customer's details on another screen. To find a particular message, search your tickets or the Held for review tab.

Mail is also counted every day

Once a day DevStride compares the number of emails the mail service accepted for your addresses with the number it recorded. If any went missing in between, DevStride's on-call team is alerted.

Request Forms

Collect structured support requests through a form, from a public link or inside the customer portal. How to make a form create tickets, list it in the portal, and what customers see and must fill in.

Finding & Filtering Tickets

Tickets are work items, so every items table, filter, and saved view understands them. The Support filter, the ticket dimensions (requester, company, channel, importance), the ticket columns, and the views worth saving.