Find a Missing Ticket
Clear the filters in Support and search for the ticket by ID or title. If it still isn’t there, open Settings → Integrations and check the provider’s connection and sync filters. The sync checks walk through connection problems, excluded tickets, and older tickets. For a specific ticket from a supported provider, an organization admin can use New ticket → Import ticket. Follow the import steps and use the ID from the ticketing tool. The provider must already be connected. After the import finishes, search for the ticket again and open it to confirm it’s the one you need.Check Why There’s No Draft
A ticket can be present in Decimal without the agent having answered it. Open Settings → Agents → Support Agent → Tickets and check the enabled skip rules against the sender, subject, and source. If the agent answered earlier messages but stopped, check Maximum replies per ticket on the Replies tab. The limit counts drafts as well as customer replies; see reply limits. To request an investigation yourself, open the ticket and choose Deploy agent for a first run or Re-run for another attempt. Add the context you want the agent to use, submit, then review the new investigation and response in the ticket.Check Why a Reply Stayed Internal
Open Settings → Agents → Support Agent → Replies and find the section for the agent you expected to answer: Public agent replies to customers or Private agent replies to customers.- Check Delivery. An answer drafted in Preview stays internal. Check the agent-wide setting and category delivery, since routing categories have their own Preview and Live settings.
- Check Eligible tickets. Compare the ticket with the selected scope and every ticket rule. The public agent and private agent have separate controls.
- Check why it was held. For a private agent draft, review the held-reply reasons and guardrails. For a public agent draft, check when it stands down.