Hi,

We received an email from a customer on 15/03/2023 at 3:54PM, and another on 16/03/2023 at 3:03PM.

I can see on M365 Exchange that these were successfully resolved/delivered from the relevant inbox to our servicedesk inbox.

From there, I can't find either of these two emails. I have tried doing an advanced search for the Description, but I presume this only searches the description of the ticket, and not any of the conversation replies.

I suspect that the emails might have incorrectly appended themselves as conversation replies to another ticket. How can I search if that is the case?

Or, is there a way to trace an email received into servicedesk and follow the trail of what happened to it?