We are using ISM Cloud and we are creating new incidents for every email that hits our support mailbox. One of the issues is that we are running into is that randomly tickets stop getting created, however the inbox is still being scanned by ISM which permanently deletes emails after they are parsed. Is there anyway to configure it so that it just leaves them in the deleted items folder in the mailbox? That way when we a ticket is not created at least we can know and respond to the emails manually if needed. Right now we have no way of knowing even how many tickets we have missed.
You can either copy the coming emails to a secondary mailbox via exchange or your mail software. There is also an archive mailbox feature which will copy the mail as it is process to it the archive folder (it must be directly under the Mailbox folder not the inbox).
Here is a link to the help:
And a picture of my archive mailbox:
And my email settings with archive folder: