Question
Customer ticket replies are not being received by my Zendesk account. I can see them in my external email account but do not reach us, why is this?
Answer
There are a variety of reasons that prevent an email message from a customer from being visible in your account. Follow the troubleshooting tips in this article to find a solution to this issue.
Check your email forwarding
Is email forwarding set up correctly?
Check the email forwarding configuration for errors.
To check forwarding configuration
- In Admin Center, click the Channels icon (
) in the sidebar. - Select Talk and email > Email.
- Under Support addresses, check if the address listed is verified or, showing the error Forwarding check failed.
For more information on email forwarding, see the articles: How to fix the email error messages on forwarding, SPF, DNS, and TXT records? and Forwarding incoming email to Zendesk Support.
Check the Suspended tickets view
Is the ticket in the suspended tickets view?
Check the Suspended Tickets view. Tickets can be suspended that are not necessarily spam, some examples include:
- Automated response mail
- Detected as email loop
- Detected as spam
- Email from "noreply" email address
For more information, see the articles: Understanding and managing suspended tickets and spam and Causes for ticket suspension.
Check if the ticket is hidden in your account
Is the ticket in the wrong view?
Views are a way to organize your tickets by grouping them into lists based on certain criteria. Conditions are the chosen criteria configured to populate tickets in the view. If the ticket no longer appears in your views, likely, the tickets don't match the conditions set for the view.
For more information, see the article: Why did my tickets disappear from my views?
Check your triggers
Are triggers automatically solving your tickets?
Triggers run immediately when a ticket is either created or updated and perform actions based on the conditions configured. Triggers send notifications of ticket updates to the requester and agent. Actions they can perform is the automation of the action to automatically solve tickets.
For more information, see the articles: Creating triggers for automatic ticket updates and notifications and Trigger conditions and actions reference.
Updated without visible response
Was the ticket updated but the ticket shows no response?
When an end user replies to a ticket below the email delimiter, the response will update the existing ticket but the ticket will include the response as a ticket comment. When this happens the ticket will appear to not have a response.
For more information, see the article: Updated ticket does not show any content from the customer.
Emails sent to alias not creating tickets
Do you use an email alias as your support address and email are not generating tickets?
Zendesk does not support the use of email aliases. Deliverability issues are common with these forms of email. To avoid these issues, use a standard email address as your support address.
For more information, see the article: Can I use an email alias, distribution list, or Google Group as a support address?
Additional resources
To connect with Zendesk Customer Support, see the article: Contacting Zendesk Customer Support.
Providing the information below will be helpful to the troubleshooting process:
- The original email with email headers intact that were sent and forwarded to your Zendesk Support account within the last 30 days. The team needs the email headers to look up 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.
For more information about email, see the articles: Customers are not receiving emails and Email troubleshooting guide.
This issue could be related to your initial email setup. Click on the button below and select your subdomain to go through our in product guide for further assistance.
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