Email-to-Ticket System Not Processing Inbound Emails

Emails sent to support@gablvm.org were being received by our email routing service but were not being processed into support tickets. The email processing system was failing silently due to an internal configuration mismatch.

• Posted: Feb 8, 2026, 21:00 UTC
• Resolved: Feb 8, 2026, 21:48 UTC
• Duration: 48m

Timeline

1. resolved

   21:48 UTC

   Confirmed working. Test email successfully created a support ticket with the correct subject, content, and confirmation emails. The email-to-ticket system is fully operational.

2. monitoring

   21:40 UTC

   Fix deployed. The email worker now correctly reads the subject from message headers. A test email has been sent to verify end-to-end functionality.

3. identified

   21:30 UTC

   Root cause identified: the email processing worker was reading the email subject incorrectly due to an interface mismatch, causing it to fail before the ticket could be created.

4. investigating

   21:00 UTC

   We are investigating reports that emails sent to support@gablvm.org are not generating support tickets. Our email routing service is receiving the emails but the processing system appears to be failing silently.

Permalink: /incident/25