Issue symptoms
Email in Zendesk is broken. Zendesk isn't receiving emails or it isn't sending emails.
Resolution steps
See the following common email problems and solutions below. If you want to make sure your email was originally configured correctly, see the article: How to turn on email in Zendesk.
Why aren't customers receiving my emails?
Check your business rules
Triggers and automations control the emails sent to your customers from Zendesk. 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 isn't Zendesk creating tickets from my customers?
Check your email forwarding
Frequently when the messages from your customers don't create a ticket at Zendesk, it is likely that there is an issue with the email forwarding rules of your account. For more information, see this article: Forwarding incoming email to Zendesk Support.
There could be other reasons preventing you from receiving your customer's messages. For further troubleshooting steps, see this guide: Customer emails don't show up in Zendesk.
Why can't I use this email address?
What to do if "this address is already used by..."
When you add a new support address, you may encounter an error message that says: This address is already used by [user].
See the video below for steps to resolve this issue:
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, DKIM, 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.
For detailed instructions on how to solve issues with custom email addresses, see this article: Common issues with email deliverability.
What can I do about spam?
Avoid and control spam
See below 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, 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.
For information on how to use the troubleshooting guides, see this article: How to use our troubleshooting guides.
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