This documentation guide will teach you to know why there is no original EML in your ticket.
If we have a ticket created via email (the message was sent from email), then there is an original EML available for downloading.
But sometimes, there is no original EML in the ticket as it is shown in the picture below.
Then why it is missing?
The answer is simple. When the ticket is created via the Helpdesk widget, then there is no original EML. It could be recognized in the pictures above. The one created from email has an envelope icon. The one from the widget has a green leave icon. The Helpdesk widget looks like this.