Customer emails don't show up in Zendesk

Why do customer emails not appear in Zendesk?

My customer emails don't appear in Zendesk. I see them in my external email account, but they don't reach me. Why does this happen?

Several issues prevent a customer's email from appearing in your account.

If you just set up email in Zendesk, the issue relates to the initial setup. Follow these steps to find a solution:

Check your email settings

Support addresses that use a custom domain must appear in your Email settings. If you don't see the address on that page, add it. For more information, see Forwarding incoming email from your existing email address to Zendesk Support. 

Check your forwarding configuration

1. In Admin Center, select the Channels icon () in the sidebar
2. Select Talk and email > Email
3. Under Support addresses, check if the address is verified or shows the Forwarding check failed error.
    

For more information, see How to fix the email error messages on forwarding, SPF, DNS, and TXT records?

Check if the email was sent to an alias or a group email

Zendesk doesn't support email aliases or group emails. These addresses often cause deliverability issues. To avoid issues, use a standard email address as your support address.

For more information, see Can I use an email alias, distribution list, or Google Group as a support address?

Check the Suspended tickets view

Check the Suspended tickets view. Tickets that aren't spam can be suspended. Examples include:

• Automated response mail
• Email loops
• Email from a "noreply" email address
• Emails flagged for improperly configured domain-based message authentication, reporting, and conformance (DMARC), DomainKeys Identified Mail (DKIM), or sender policy framework (SPF) settings. This setting flags emails from an end user if they send messages through an email provider with improper settings. When you activate enhanced sender authentication, this setting blocks these emails as spam.

For more information, see Understanding and managing suspended tickets and spam and Causes for ticket suspension.

Note: If your external email domain suspended the email, it won't forward to Zendesk. Check the external email domain's spam folder for the email. To recover it, see How do I forward recovered emails that are incorrectly caught as spam back into Zendesk?

Check if the ticket is hidden in your account

Views organize tickets by grouping them into lists based on criteria you set. If the ticket doesn't appear in your views, it doesn't match the view's conditions.

A common issue is conditions that are too restrictive. This happens because of confusion about when to use meet all or meet any conditions. For more information, see What is the difference between "meet all" and "meet any" conditions?

For more reasons why tickets may not appear in a view, see Why are tickets missing from my views?

Check your triggers

Triggers run when a ticket is created or updated and perform actions based on the configured conditions. Search your triggers and review any that contain Ticket > Ticket status | Solved or Ticket > Status category | Solved actions and make sure the corresponding Conditions are set correctly.

For more information, see Creating triggers for automatic ticket updates and notifications and Trigger conditions and actions reference.

Check if the ticket was updated without a visible response

When an end user replies to a ticket below the email delimiter, the reply updates the ticket but the ticket doesn't include the reply as a comment. The ticket looks like it has no response.

For more information, see Updated ticket does not show any content from the customer.

Still having issues?

Contact Zendesk Customer Support for further help. To contact Zendesk Customer Support, see Contacting Zendesk Customer Support.

To help the process, provide the following information:

• The original email with headers intact that was sent and forwarded to your Zendesk Support account within the last 30 days. The team needs the headers to look up the message ID in email logs. To view the headers or download a .eml file, see Trace an email with its full headers.
• Estimated date and time when the customer sent the email

For more information, see My custom form forwards emails to create tickets and generates errors and Customers are not receiving emails (Video).

THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.

Why do customer emails or user messages not show up in Zendesk? Why are my tickets missing? Why do emails reach my inbox but not the ticketing system?

How do I check my forwarding configuration or email settings? How do I verify my support address? Where do I find email settings in Admin Center?

1. In Admin Center, select the Channels icon in the sidebar.
2. Select Talk and email > Email.
3. Under Support addresses, check if the address is verified or shows a Forwarding check failed error.
4. If a custom domain address is missing from the Email settings page, add it.

Why is a ticket suspended? What causes an auto-reply or notification rule to suspend a message? Why are emails from noreply addresses blocked?

Tickets often end up in the Suspended tickets view if they are automated response mail, email loops, or messages from a "noreply" address. Zendesk also suspends emails flagged for improper DMARC, DKIM, or SPF settings. If you activate enhanced sender authentication, the system blocks these emails as spam.

Can I use an email alias or Google Group as a support address? Does Zendesk support distribution lists?

Zendesk does not support email aliases, distribution lists, or Google Groups. These addresses often cause deliverability issues. Use a standard email address as your Support address to avoid these problems.

Why does a ticket update without showing the customer response or end user comment? Why is the reply body missing?

This happens when an End User or Customer replies to a ticket below the email delimiter line. The reply updates the Ticket Status or record, but the Ticketing system does not include the text as a visible comment.

Why are tickets missing from my views? Why can't my team see certain customer conversations in their inbox?

If a ticket does not appear in a view, it does not match the conditions you set. This often occurs when meet all or meet any conditions are too restrictive. Additionally, review your Triggers to ensure Ticket status or Status category is not being changed to Solved unexpectedly.

What information do I need to contact Zendesk Customer Support about missing emails? How do I troubleshoot email delivery with the support team?

Provide the original email with headers intact sent within the last 30 days so the team can look up the message ID in logs. Include the estimated date and time the Customer or User sent the email. You can download these details as a .eml file.