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4.11. Retreiving An EML File From A Request

Raw email files (.eml) contain the full, unmodified contents of a message, including headers, routing information, and original formatting. These files are often needed to troubleshoot issues such as mail rules not matching, parsing problems, missing attachments, incorrect sender detection, or unexpected threading behavior.

Retrieve the stored .eml file from a request

1. Open the request where the email-related issue occurred.
2. In the request history, locate the initial inbound email entry.
3. Click the three-dot menu next to that history item, then select Show Headers.
   
4. Scroll to the bottom of the headers and look for a line similar to x-helpspot-file.
5. Copy the filename shown there. It will look similar to:
   YYYY-MM-DD-HHMMSS-xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.eml.gz

Find the .eml.gz file on the server

The mail files referenced in x-helpspot-file are stored on the server in:

storage/app/mail/

Locate the matching .eml.gz file using the filename copied from the email headers.

Retention

Stored EML files are cleaned up after 5 days by default. This delay can be adjusted in your .env file with the    cHD_SAVED_MAIL_CLEANUP_DELAY (defaults to 5).