Issue symptoms
I created a custom form and automatically forward emails to Zendesk from that form. This is generating errors. Examples include:
- Tickets that are not being created.
- Ticket fields not being filled.
- Tickets are going to spam with a generic requester, instead of the actual name and email address of the end user appearing for the Requester field of the ticket.
Resolution steps
Using email forwarding for custom forms isn't supported. This means that any of the above errors are expected.
To prevent these issues, create a custom form using one of the following methods:
- Create tickets through the Zendesk API only, without forwarding emails. For more information, see this article: Building a custom ticket form with the Ticketing API.
- If you do not have a developer, use a third-party app to create your custom form. These are not supported by Zendesk. Reach out to the app author of your choice if you have questions.