Question
Valid emails are incorrectly being marked as spam in my external support address and they are missing from Zendesk. When I mark these emails as Not Spam or move them back to the inbox, they do not ever get forwarded into Zendesk. How can I get these emails forwarded correctly to my support address?
Answer
It is expected that emails that were initially marked as spam in your external email inbox will not create tickets in Zendesk. On behalf of the end user, manually create the ticket in the UI and paste the email content to the ticket.
The solutions in the article what to do if the Gmail Connector is disabled are also relevant for correctly forwarding these emails marked as spam or redirecting them.
For more information, see the article: Forwarding incoming email to Zendesk Support.