Articles in the series
In the last part of this getting started we explain what you can do when things go wrong with the email channel and how you can fix them.
The most common email problem that Zendesk Support customers contact us for support about is that their customers are not receiving outgoing email notifications. This is often the result of issues that are easily resolved.
- You’ve set up an external email domain, but have not added an SPF record to your external domain’s DNS. See Setting up SPF for Zendesk to send email on behalf of your email domain.
- The email notification has been caught in the spam filter in the customer’s email
application. To verify that the email notification was sent to the customer, you can
easily check the ticket events, which will show you each action
that was taken on a ticket. If the notification was successfully sent, then the problem is
most likely on the recipient's end of the email exchange.
- You’ve deactivated one or more of the default email notification triggers.
- The conditions contained with a notification trigger (or automation) have not been met.
- The customer’s user account does not include their email address.
Read more about troubleshooting and resolving these problems in Customers are not receiving emails.
Another email problem that occurs far less often, but that you should still be aware of, is the result of automated email replies created both inside and outside of your Zendesk Support account generating more email notifications than you want. This is referred to as a mail loop and occurs when two automated email reply systems start exchanging messages.
As an example, you might imagine that a trigger such as the Notify requester of received request, which generates an automatic reply, may start a mail loop if the email address it sends an email notification to has been set to generate any automated response that does not announce itself as such, like an out-of-office response. Zendesk Support prevents mail loops such as this from occurring, but they sometimes do occur under certain circumstances. You can read an in-depth explanation of how Zendesk Support manages mail loops in About mail loops and Zendesk email.
Is it possible to get viewable email chains? Currently, our email messages only display one active message, as where Our clients and our team members prefer seeing the entirety of the messages/email chain to date?
This might be related to your needs: Using simplified email threading (early access program).
Simplified email threading improves the way that email notifications appear to your end users and agents in third-party email applications such as Gmail. It removes redundant or duplicate formatting such as avatars and dotted lines. It allows multiple messages in an email thread to fold.
Ahn L. | Customer Support Advocate
Is there an option to make visible our CCs and To, on every email?
It seems that you have already submitted a ticket for this concern. For visibility, you were advised to use the new feature Migrating to CCs and followers.
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