This article provides a step-by-step guide to identifying and resolving the most frequently encountered email issues.We recommend reading How to use our troubleshooting guides before starting.
- Business rules
- End users
Why aren't customers receiving my emails?
Check your business rules
Triggers and automations are the features that control email notifications in Zendesk Support. A trigger that is not set up correctly can lead to an email notification at the wrong time, or not sent at all.
To troubleshoot your business rules, follow this guide: Customers are not receiving emails.
Why can't I use this email address?
What to do if "this address is already used by..."
When adding a new support address, you may encounter an error message that says: This address is already used by [user].
Steps to resolve
For more information, see the article: What does the error "This email address is already used by..." mean?
How do I set up a custom email address?
SPF, DNS, CNAME and TXT setup
You may want to add your company's email address to Zendesk so you can receive and handle tickets sent to that address.
Have your system or network administrator configure the email record settings in your domain provider.
You may encounter an error that says Please make sure you've updated your Gmail settings by following the steps above when adding a Gmail address. This error occurs when the Gmail address is a Google Group, alias, or distribution list. For more information, see the article: Unable to add Gmail address as an external support address.
Why was this ticket in the suspended queue?
Understanding and taking action
Ticket suspension mechanisms in Zendesk protect your account from unwanted or malicious contacts that get in the way of your day-to-day work. It's possible for you to spot a suspended ticket that you don't want to be suspended, though.
Understand the cause of suspension
When this happens, check the suspended queue and find the suspended ticket in question. There's always a cause for ticket suspension listed.
Once you know the cause for suspension, you can take action to prevent this type of ticket from being suspended in the future. For more information, see the article: Understanding and managing suspended tickets and spam.
Viewing, recovering, deleting
You have the option to either recover or delete the suspended ticket in question. For more details, see the article: Viewing, recovering, and deleting suspended tickets.
What can I do about spam?
Avoid and control spam
Below are steps for resolving and deleting spam tickets, as well as advice for preventing future spam.
Steps to resolve
Determine how the spam tickets were created by looking at the ticket events. Once you know the channel spam is coming from, you can take specific measures to stop it. For a detailed guide, see the article: I was hit by a spam attack. What do I do now?
Bulk delete spam
Clean up the spam by following this article: How can I bulk delete spam tickets in Zendesk?
Preventing future spam
Take precautions to prevent spam from happening in the first place. For more information, see the article: Tips to combat spam and protect your business.