Common issues with email deliverability Follow

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4 comments

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    Elizabeth Toy

    How many attempts will Zendesk make to deliver an email before it quits trying?

    Just wondering because we CC'ed an email but it was spelled incorrectly when it was added, so we are receiving multiple "Undelivered Mail Returned to Sender" emails. I've corrected the email address, but that doesn't seem to have updated the already-queued-up outbound email intended to go to the CC'ed (incorrect/original) email address. Hoping they'll eventually stop. :)

  • Avatar
    Sean Cusick

    Hi Elizabeth,

    We're sorry that you're experiencing this. When a relay server does not respond with a permanent non-delivery smtp code then we will continue to attempt to send the email for five days before our deferred outbound servers finally give up. This is a relatively common time period to keep trying (when a definitive non-delivery response is not received) so that it excludes temporary server performance / outage issues. You can safely ignore these suspensions or bulk delete them as you see fit.

  • Avatar
    Teekodii

    Hi 

    There is an issue with this particular email, it is a gmail account and i don't receive her email at all and she also doesn't receive notifications when i send her email via Zendesk. i have checked suspended tickets to see if it was marked as spam but it isn't there. Kindly advise. Thanks  

  • Avatar
    Sean Cusick (Edited )

    Hi Teekodii,

    I'm very sorry, but it is not possible to troubleshoot email based on description alone.Though, if her emails are not creating or updating tickets, and they are not arriving in the suspended queue, then it sounds as if there is something wrong with those emails. They are either not being sent/forwarded to us, or they are being hard-rejected once they arrive. If you are on the Team/Regular plan or up, then please open a ticket at support@zendesk.com

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