Testing your email setup

What's my plan?

You can test your Support email addresses to ensure incoming and outgoing email messages and email notifications are working as expected.

For the test to work correctly, make sure you haven’t disabled any of the standard Support triggers included in your account. Triggers deliver email notifications of ticket updates. If you deactivate email notification triggers, Zendesk won’t send email notifications about ticket activity.

This article includes the following sections:

• Testing your incoming email
• Troubleshooting tips for incoming email
• Testing your outgoing email
• Troubleshooting tips for outgoing email

Testing your incoming email

Now that you have set up support addresses for your Zendesk account, test them to make sure they are working correctly.

To test your incoming email

1. Send a test email message from an external email account that's not associated with your agent profile or Zendesk.

   Send the message to your new Support address ([e-mail]), or any email address you've added. Include an email subject and a short description.

2. Open the standard unassigned tickets view in your Zendesk account and check if a ticket was created based on the original email.
3. Make sure a default email notification was sent back to the original email address.

Troubleshooting tips for incoming email

If you don’t see a ticket created from the message, check the following:

• If you’re testing a new external support address, make sure the message wasn’t caught in your company’s spam filter.
• Check the Suspended tickets view to see if the email was suspended.
• Verify that the Support email address is correct in the original message.
• Send another email.

Helpful troubleshooting articles include:

• I am not receiving notifications of incoming tickets.
• Customer emails don’t show up in Zendesk
• Why do I receive the error "DNS records are not set up correctly"?
• Why is my Support address not verified?

If the problem persists, contact Zendesk Customer Support.

Testing your outgoing email

After you test your incoming email, you can test your outgoing email.

To test your outgoing email

1. Open the ticket that was created by your incoming email test.
2. Add a public reply to the ticket and Submit your changes.

   Ticket comments can include public replies (seen by everyone on the ticket) or internal notes (seen by agents and admins only).

3. Make sure your reply was sent back to the original email account.

Troubleshooting tips for outgoing email

If you don’t see the reply you sent, check the following:

• Make sure the message wasn’t caught in the spam filter of your external email account.
• Verify that you added a public reply, not an internal note.
• Verify that the default notifications are active on your account.
• Enter another reply in the ticket.

Helpful troubleshooting articles include:

• A complete guide to understanding email in Zendesk - Part 4: Common email channel problems
• Which support address are email replies sent from?
• How can I stop my emails from going into my customer's spam folder?
• Common issues with email deliverability

If the problem persists, contact Zendesk Customer Support.