What the inbound log is
The Inbound Log (/dashboard/settings/inbound-log) shows every inbound email that arrives at your workspace’s haloagents-mail.com address. Halo records each one before any validation — so even rejected, unsigned, or wrong-org emails show up here.
Use it to debug:
- Why an expected email didn’t become a ticket
- Whether spam detection is too aggressive
- Whether a forwarded email is being dropped
- Whether your inbound address is being abused
Columns
Each row shows:| Column | What it means |
|---|---|
| Time | When Mailgun delivered the message |
| Outcome | pending / processed / skipped / rejected / error |
| From / To | Sender and recipient addresses |
| Subject | Email subject |
- Signature validity — was the Mailgun signature valid?
- Headers — full message headers
- Org — which workspace this was routed to
- Ticket link — if a ticket was created, link to
/dashboard/inbox?ticket=... - Decision trace — step-by-step why the email was processed or skipped (
payload.trace) - Raw payload — the full JSON Mailgun sent
Outcomes
| Outcome | Meaning |
|---|---|
pending | Just received, not yet processed |
processed | Successfully created or updated a ticket |
skipped | Intentionally not processed (spam, ignored sender, settings disabled) |
rejected | Mailgun signature invalid or routing failed |
error | Server-side error during processing |
skipped is usually the most interesting outcome — the decision trace explains exactly why.
Common skip reasons:
- Sender ignored — sender is in your ignored addresses list
- Auto-create disabled —
convert_inbound_to_ticketsis off in Settings > Emails - Spam detected — AI flagged as spam
- Duplicate / consolidation — message merged into an existing ticket
Auto-refresh
The page auto-refreshes every 5 seconds so you can watch new inbound mail arrive in real time. Toggle off if it’s distracting.Time range and filters
The log shows the latest 50 entries. Filter by outcome to narrow down:- Show only
errorto find production issues - Show only
skippedto debug missed tickets - Show only
processedto confirm a recent email landed
Use cases
| Scenario | What to look for |
|---|---|
| Customer says they emailed support but no ticket exists | Filter by skipped + sender email; check decision trace |
| Spam getting through | Filter by processed; identify the senders Halo missed |
| Tickets being created from spam | Filter by processed; tighten spam rules in Settings > Inbox |
| Production error | Filter by error; check the decision trace and headers |
Where to go next
Inbox Settings
Configure spam rules and auto-ticket creation.
Receiving Emails
Email forwarding setup that feeds the inbound log.