When your account reaches its open ticket limit, new inbound email is kept safe instead of being turned into tickets. Held email is stored for 14 days and can be recovered at any time in that window.

What you will see

• A banner on the Dashboard and the Tickets page shows how many emails are being held.
• Replying to tickets, closing tickets and reading existing work all keep working. Closing resolved tickets makes room under the limit.
• Your customers are not emailed by Velaro because of the limit. Any automatic acknowledgement that was prepared for a held email is kept as a draft and goes out only when you recover that email.

Recovering held email

1. Make room: close resolved tickets, or use Request more capacity on the banner.

2. Select Recover on the held email banner. Held emails become tickets in the order they were received, and any prepared automatic reply is sent at that point.

3. Recover anything you still need within 14 days.

Asking Moshky

• "How many emails are held and why?" Moshky tells you the held count and explains the ticket limit.
• "Recover my held emails." Moshky first shows how many would become tickets, and recovers them only after you confirm. Recovery needs MCP write access enabled on your account, and it is recorded in your audit log.

Because recovery creates tickets, it cannot be undone as a single step; tickets can be closed as usual.

Troubleshooting

• Recover says there is no room: close resolved tickets or request more capacity, then try again.
• Held email is missing: email held longer than 14 days is no longer available, so recover promptly.