Email and notification issues

This page covers the most common email and notification problems reported by workspace users, with steps to diagnose and resolve them.

Email-to-record not working

When emails sent to the app's designated address are not creating records:

1. Check the email address - verify the correct address in app list settings under "Advanced" > "Email to app"
2. Check the mailbox - ensure the configured mailbox is accessible and not full
3. Check forwarding - if using a custom domain address (e.g., support@your-domain.com), verify forwarding to the Comind.work address is active
4. Check recent records - the email may have been processed but assigned to an unexpected user or created with unexpected field values
5. Check email format - emails with unusual encoding, very large attachments, or malformed headers may fail to parse

Notifications not being delivered

When users report they are not receiving email notifications:

1. Check follower status - the user must be a follower of the record (via the Involved/Followers field, or by being Requester/Responsible)
2. Check notification preferences - the user may have muted notifications at the record, app, or workspace level
3. Check spam/junk folders - notification emails may be filtered by the recipient's email provider
4. Check the "minor change" flag - if the change was made with "Do not notify followers" checked, no notifications are sent
5. Check notification log - review the notification history to confirm whether the system attempted delivery

Reply-to-notification not working

When users reply to notification emails but their responses do not appear as comments:

1. Check the reply-to address - notification emails contain a reply-to address that routes back to the record. If this address changed (e.g., after an app migration), old notification emails may have outdated reply addresses
2. Check email aliases - if the workspace uses custom email aliases, verify they are still configured correctly
3. Check for email bounces - the reply may have been rejected by the mail server

Notification delays

When notifications arrive significantly later than expected:

• Notifications are processed by a background job. Brief delays (seconds to a few minutes) are normal
• Longer delays may indicate the background processor is overloaded or paused
• Check with your system administrator if delays exceed 10 minutes consistently