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Customer emails don't show up in Zendesk



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Ricardo Pinto

Zendesk Digital Resources Team

Edited Jan 24, 2024


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19 comments

Currently dealing with this issue. Forwarding of email threads to our support email (to then generate a ticket) isn't working. I've opened a ticket with support and am waiting on a response.

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Edit* Turns out the password to the email account was changed and ZD and the email account were no longer in sync. Disconnecting and reconnecting resolved the issue.

I am having the same issue as Onur above.

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Hello Ricardo Pinto

We have an open issue about customers sending e-mails to our ZD support address. After some checks, it appears that e-mails ended up in your "Rejection List" and that the e-mails are no longer recovarable by anyone.

  • Do you have a kind of documentaiton about how this Rejection List is working ?
  • Is it a normal behavior from your system to prohibit the client in having access to the mails in this list ? If that's the case it is quite problematic as we lose few customers enquiries... not very professional! :-s

Thank you in advance for your answer :-)

 

 

 

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We are having the issue as well. Email responses and emails to generate a new ticket are not showing in the queue of new tickets. 

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Darenne

Zendesk Customer Care

Hi Marny Klump

I hope you're doing great! I understand that you're having issues with tickets that are not generated in your Zendesk instance. I see here that you've also raised this concern and it is already associated with ticket ID #11662043 at the same time when you reached out to us here. 

The assigned advocate in the ticket will be assisting you further with your concern. Please let us know if you need further assistance. 

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Facing the same issue. This is very bad for our business.

Please help.

 

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Hello Darenne

Could you have a look to my above comment please :

------------------------

We have an open issue about customers sending e-mails to our ZD support address. After some checks, it appears that e-mails ended up in your "Rejection List" and that the e-mails are no longer recovarable by anyone.

  • Do you have a kind of documentaiton about how this Rejection List is working ?
  • Is it a normal behavior from your system to prohibit the client in having access to the mails in this list ? If that's the case it is quite problematic as we lose few customers enquiries... not very professional! :-s

Thank you in advance for your answer :-)

 

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Darenne

Zendesk Customer Care

Hi LD SB

Due to the complexity of the nature of your concern, I'm creating a request ticket so this can be discussed accordingly. 

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If there are this many people having issues, is this not seen as a more wide-spread issue? We are only the ones who have figured it out at this point. I just had another one who kept responding to the ticket via her email and it was not going through. 

Should I respond to my prior ticket or can a new one be spun up? 

Thanks in advance. 

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Brett Bowser

Zendesk Community Manager

Hey Marny,
 
I would recommend responding back to your previous ticket so our Customer Support can follow up with you and figure out what's going on.
 
They will most likely need to take a look at some ticket examples to troubleshoot further.
 
Thanks for bringing this to our attention!. 
 
 

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Hello,

When a customer send as an email from his personal email address to our email address that triggers Zendesk to open a ticket they receive the automatic email saying that a ticket was created and with the number of the case.

When i am forwarding an email or send an email from our workspace domain to our email address that triggers Zendesk to open a ticket i don't receive the automatic email saying that a ticket was created and with the number of the case.

My question is why the trigger isn't working in the second case?

(I remember that before some months this was working)

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Cheeny Aban

Zendesk Customer Care

Hi Zacharias, 

It is highly likely that the trigger conditions were not met by your second ticket sample. If it was working previously, there must be account changes that caused a change on the ticket or the trigger. If you are having a hard time pinpointing the cause, you may initiate a conversation with us by following the steps here: Contact us

I hope that helps!

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Hello. We have two types of emails operating in our system. 1. Emails sent from people's email addresses. 2. Emails sent by filling out a form on our website. The first type directly lands in Zendesk, but the emails from the second type do not appear in Zendesk. Both are observed in the _____@miuul.com email, but I can't see them in Zendesk. We have performed all the necessary checks, but couldn't solve the problem. Can you help?

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Ivan Miquiabas

Zendesk Customer Care

Hi Miuul Customer Support
 
Thanks for reaching out! I believe this issue needs further investigation, can you please send us a ticket using this options below https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
 
We will wait for the ticket so that our advocate can investigate it further. 
 
 
All the best, 

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Hello,

 

We noticed that if a customer send us an email from their Zendesk account to our Zendesk account (they are sending us an email using their Zendesk email address support@XXX.zendesk.com) they don't show up in our Zendesk, we do receive them in our Outlook mailbox. How can we fix that?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Nicole Jacobs may I confirm if you have checked if they are in your Suspended tickets view? Thank you!

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Hi Audrey Ann Cipriano

No unfortunately there are not in the suspended folder either.

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Nicole Jacobs thanks for checking! I'll raise a ticket on your behalf so we can check this further. You'll receive an email shortly. Thanks!

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I have  created my free account, added the company details as requested, and used an invite link to access https://boltiot.zendesk.com/. However, I am facing an issue where all of my colleagues can see more tickets than I can. Please resolve the issue as soon as possible.

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