Issue Resolutions
I can't see messages from my customers.
Resolution Steps
There are different reasons that might prevent a customer's email message from being visible in your account. Follow the troubleshooting tips in this article to fix this issue.
Check your email forwarding
Is your email forwarding rule set up correctly?
If you forward your incoming email to Support from an external address, check to make sure the forwarding rule isn't broken.
In Support, navigate to Admin > Channels > Email. Under Support addresses, check if the address listed is verified. If you see the message Forwarding check failed, then you need to fix forwarding from your email provider. For more information, see Forwarding incoming email to Zendesk Support or watch the following video
Check the Suspended tickets
Did the email end up in the suspended tickets view?
To protect your account from malicious content, some emails are filtered into the suspended tickets view. Double-check the Suspended tickets queue in views and search for the missing email. Use the Sender column to view the email address.
Each suspended ticket contains the cause for suspension that you can then use to fix the issue.
Check your views
Are your views hiding certain tickets?
Sometimes emails reach Zendesk, become tickets, but you can't find them. When that happens it is likely that the conditions of your account's views are hiding the ticket.
Find the ticket by searching for the ticket ID. If you don't know the ID of the ticket, search for the user's email address and open their profile. After finding the ticket, you can amend your view to include that ticket. For further details, see Why did my tickets disappear from my views?
When a ticket has a reply from a customer, the status changes to Open. Use this information to create a view that looks at Open tickets and consequently tickets that need a reply. Watch the video below for more instructions.
For more information about views, see the article: Best practices for creating views.
Updated ticket but no content
Was the ticket updated but the ticket shows no content?
When the customer replies below the email delimiter, their message updates their existing ticket but the ticket doesn't include their message as a ticket comment. The status of the ticket changes to Open, but the content is empty.
To see the content of the message, click View original email. For more information, see Updated ticket does not show any content from the customer.
Contact Zendesk Customer Support
If nothing else works, ask for help!
If after reviewing all the previous troubleshooting tips, you cannot find the email sent by your customer, contact Zendesk Customer Support.
In your request, provide the information listed below:
- The original email with email headers intact that were sent or forwarded to your Zendesk account. The team needs the email headers to lookup the message ID in the email logs. To view the email headers on an email, see the article: Trace an email with its full headers.
- Estimated date and time when the customer sent the email.
When you contact Zendesk Customer Support, Zendesk must verify that the person who contacts Zendesk is registered in the account they're asking about. For more information about the Zendesk policy on identify verification, see the article: Zendesk identity verification.
Additional resources
For information about email issues, see the articles listed below:
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