Inbound email refers to any message being sent to your ThriveDesk Inbox. This includes:

  • Messages sent to your custom support address (e.g., support@yourcompany.com)

  • Any aliases you’ve forwarded in (like help@yourcompany.com)

  • Emails sent directly to your companyname@thrivedesk.email address

If you’re expecting an email but can’t find it inside ThriveDesk, use the following guide to troubleshoot the issue step by step.

There are emails that should be in my ThriveDesk Inbox, but I can't find them

Don’t worry—it happens! Here’s how to track them down:

Search inside ThriveDesk

Start by searching for the sender’s email address inside ThriveDesk:

  • Use the search bar or the Contact List

  • Look for any existing conversations with that email address

Tip: Sometimes an email shows up as a reply to an older thread or gets routed to a different Inbox than expected. A quick search might help you locate it instantly.

Check your original email inbox (email provider)

If the message isn’t in ThriveDesk, check whether your email provider received it.

Here’s how:

  1. Log in to your email provider as the support address you connected to ThriveDesk. For example, if you use Google Workspace and your email is support@yourcompany.com, log in to Gmail with that address.

  2. Look in your inbox and your Spam/Junk folder.

ThriveDesk can only receive what your email provider forwards. If the message never arrived or was flagged as spam, it won’t show up in ThriveDesk.

If the email is missing or marked as spam

If you can’t find it in your provider inbox or it's sitting in the spam folder:

  • The provider likely didn’t forward it to ThriveDesk.

  • You’ll need to manually forward the message to your ThriveDesk Inbox address.

When you manually forward emails, ThriveDesk may treat you (your support address) as the sender. That means the contact won’t appear as your customer automatically. You can manually change the contact later. See how to change contact on a conversation.

If the email is in your inbox but still didn’t reach ThriveDesk

This usually means email forwarding is turned off or misconfigured.

Here’s what to do:

  • Head to your email settings and check that forwarding is still active.

  • Make sure it forwards to the correct ThriveDesk address.

👉 You can follow this guide: Get Your Email Into ThriveDesk

Sometimes forwarding gets disabled automatically (e.g. Gmail’s security checks or permission changes). Re-enable it if necessary.

Still can’t find the email? Let us help!

At this point, we recommend sending the email headers to our support team. These help us trace whether the email reached ThriveDesk. Check our tool and guide on How to Get Email Headers

Include:

  • The original email address of the customer

  • The subject of the missing message

  • Any relevant email headers or conversation IDs

What if the email was marked as spam by my provider?

Spam filters can be sneaky. If your provider marked the message as spam, it won’t forward it to ThriveDesk.

What to do:

  1. Go to your spam/junk folder in your email provider account

  2. Manually forward that message to your ThriveDesk Inbox

  3. Fix the contact in ThriveDesk after it shows up

If this keeps happening, consider:

  • Disabling spam filters for your custom address (if your provider allows)

  • Or reaching out to your email provider’s support team to explore bypassing spam filters

I have some other issue with inbound email

Can’t find the problem in any of the steps above? No problem—we’ve got your back.

Please send us an email with as many details as you can:

  • The email address the message was sent from

  • Conversation number (if any)

  • Email headers or any clues

We love details—they help us help you faster.

📬 Email our support team or use this tool to start: Email Header Analyzer Tool