"I never got an email."
Without a record, that sentence is unanswerable. You cannot tell whether the email was never sent, was sent and rejected, or arrived and is sitting in a spam folder. Each has a different fix and you are guessing between them.
What is recorded
One row per email: when it was sent, who to, the subject, which ticket it belonged to, and whether the send succeeded.
That is enough to settle the question. If there is no row, the email was never generated and the problem is a setting. If there is a row marked sent, it left your server and the problem is downstream, which usually means spam filtering and points at your SMTP setup.
Filters that match the actual question
Filter by status to pull up failures on their own. That list should be empty, and when it is not it is the most important screen in the plugin, because a support system that silently stops emailing customers looks exactly like a support system that is working.
Twenty rows a page with a count, so you can see whether you are looking at one bad afternoon or a standing problem.
Available in chatbot-only mode
Helpie can run as just an AI assistant, with the helpdesk switched off. The email log stays available in that configuration, deliberately.
In that mode, email is how escalations reach you. There is no ticket queue to check. If the notification email fails, a customer asked for help and nobody found out, with nothing on screen to indicate it. The log is the only place that failure is visible, so it stays switched on when the rest of the helpdesk is not, and the screen explains why.
Turning it off
There is a setting, and it only affects the record, never the sending. Switch it off and Helpie still sends everything; it just stops keeping the receipt, and the screen warns you while it is off.
Worth leaving on. It is one small row per email, and the day you need it is the day a customer is already annoyed.