Quick Troubleshooting in the App
Each Record Request Set page includes a built-in Quick troubleshooting panel. Click the help icon in the Record Requests card header to expand or collapse the panel. It provides answers to the most common issues directly in the app without leaving the page.

General FAQ:

Q1: I forwarded an email but don't see it in my Salesforce

1. Refresh the list of Record request sets — Record Request Sets typically appear within 1 minute after the email is received.
2. Make sure the email address used to forwarding is a correct one.
3. Check with your admin on the configuration for the expected objects to be parsed.

Q2: The are no records created in my Record request set

Check the status of your Record request set. If the Status = Fail, open the Fail Reason field on the Record Request Set to see why parsing could not complete, then try forwarding the email once again. If the issue persists, share the Fail Reason wording with your org administrator.

Q3: The record fields are not shown on the suggested object record page

Check with your admin on the configurations for the given object - each field must be enabled in the Admin console for it to be seen on the object record page.

Q4: The record fields are mostly empty or incorrect.

1. Check with your admin on the configurations for the given object
2. Manually correct what you can before approving the records.
3. If Record Request Set is irrelevant, delete it and:  
   - consider whether the email was too unstructured or ambiguous  
   - share examples with your admin or Ascendix representative for potential improvements.

Q5: Can I update existing records with information parsed from the emails?

Yes, you can. But to find existing records in the system duplicate rules must be enabled for the given object. Use Salesforce documentation to configure duplicate rules for your or enable predefined rules for xRE objects.