Tips & Advice from our Experts on "Troubleshooting email and ticketing issues in Support"

6 Kommentare

  • Mark Nino Valencia
    Zendesk team member

    Once you have set up your email forwarding and you don't see the email come through to Zendesk, you can check the suspended tickets view if the tickets are suspended. More often than not, when the forwarding is set up correctly, that your tickets may have been suspended. You can find the reason for suspension and how to resolve it here: Causes for ticket suspension.

  • Ben Van Iten
    Zendesk Community Team

    If you have multiple support addresses, and need more granular control over which email address your replies come from, consider our free Select an Address App.

    This functionality adds a dropdown menu to the ticket interface that lets you control which support address customers receive the replies from:

  • Chris Bulin
    Community Moderator

    We flag our notifications trigger titles with alarm emoji (🚨) so everyone knows that mucking with that trigger has dire consequences. This has lead to fewer accidental updates to them and therefore fewer troubles to shoot.

  • Elissa
    Zendesk Community Team

    One thing that can help with both troubleshooting and general confidence in understanding what's going on behind the scenes, is the way Zendesk identifies who an email is coming from. In other words, how does Zendesk identify and set the Requester when an incoming email is turned into a ticket?

    Zendesk uses the "reply-to:" and "from:" headers in the incoming or forwarded email to identify and set the requester on a ticket. (an "email header" is not the subject line but instead part of the metadata of the email that's passed behind the scenes when emails are sent). You can see a bit more detail in these articles:

    I hope that helps relieve some pain points or generally add confidence to your understanding of the platform!

  • Katie Dougherty
    Zendesk Community Team

    A reminder that triggers are what sends an email notification to your end-user when an agent replies to the ticket. If you arrive on your triggers page in settings and deactivate or delete all existing triggers, the email notifications will not send through Zendesk. To recreate those triggers, you can visit our About the Support default triggers article. 

    Note: If you reactivate a trigger, it will not retroactively run on past tickets. Additionally, the order of your triggers is important because triggers can act on changes made by other triggers. Make sure you view your list in the "Sort by position" view to understand the order of your triggers. 

  • Heather Rommel
    Community Moderator

    As a full time Zendesk Administrator, I need to make sure my changes are working as expected. One of the best ways to test is to look at my changes from the end users' perspectives. This way I can spot any unexpected issues. 

    1. I have a non-agent account that I use for testing. Most times, a solution I put in will look one way for Agents and another way for end users.  

    2. I have a Light Agent account (they're free after getting the Collaboration Add-On) I also use for testing what things look like for my Agents and Light Agents.

    3. I set up email archiving on my Zendesk Enterprise accounts.  This is the only way I know of to get BCC'd on ALL outgoing Zendesk emails.  I love this option because any HTML or dynamic content I might use in my triggers and emails will show up in an inbox of my choice. 

    Happy Zendesking!




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