Emails to Item Updates not working

I have a board that I use to update various items. Many times, the updates are coming from clients via email. I forward the updates to the Monday.com Item > Updates > Email address.

This feature seems to work sometimes but other times following the exact same workflow will not add the email to my items. Is this a bug or is the feature just not very reliable?

Hey @ry_zims,

Firstly, welcome the community :smile:

Sorry that you’re experiencing some issues using the email to board feature. Given that this is working intermittently for you, this does sound a bit strange… I understand you’re following the exact same workflow, however just to double check for those emails that aren’t coming into your items, are you sending those emails from the email address associated with your monday.com account (i.e, the email address you used to join the account)? Is there any change in email?

You can reference this article for a bit more insight into how the function works if you need: Email to board

I look forward to hearing from you!

Thank you!! They are coming from the same account. The only difference would be the specific item that I am sending the updates to - all emails are coming from my same address. It seems that sometimes the emails will come through to the conversation hours later, but it is still intermittent with regards to what comes through eventually.

Our board has about 200 items so it is large but not near the 10k limit. I asked our IT team to check into our email filters and whitelist any emails with *monday.com. Is there a way to check and see what emails have been sent to the item API keys? I could provide examples if that is an option.

Sorry for the delayed reply Ryan! Thanks for this insight. Given that this behaviour is intermittent, this does sound a little strange, and slightly bug related. Additionally, your item count is way under the limit, so this certainly shouldn’t be impacting the performance. Just as a final check for those emails that intermittently come through - the unique item email populates the recipient line, and not in the cc or bcc section, correct?

If not, in this instance, I would recommend reaching out to our support team, in-case our tech specialists need to have a look. Would you be happy to reach out via support@monday.com? :pray: