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Every incoming email sent to my Zendesk is suspended



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Bonnie

Zendesk Customer Care

Edited Jan 18, 2023


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2 comments

Hi there, my situation is that I receive the end user ticket and I can reply to them and they see my reply. But when the end user replies to the it goes to suspended ticket

Received from support address

is it the same issue?

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image avatar

Bonnie

Zendesk Customer Care

Yes, if every end-user reply is coming into your Zendesk with a Suspension reason of  Received from Support Address, this would indicate an issue with your email forwarding setup from your external support address to your Zendesk default address. If your IT Support team has any issues resolving the forwarding issue, please contact Zendesk Support and we can provide more specific help.

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