Emails sent through Contact Form 7 not forwarding to ZenDesk


  • Eric Greenspan

    I'm a big fan of Zendesk but this constant reference to the API is part of your company culture and yet so many hear this and just shudder in fear. Why is it so complicated to do such critical tasks? A contact form on a Wordpress website is clearly a critical use case for your customers. Why not make a plugin extension or provide some code to pop into the functions.php or better yet, build this into your plugin in Wordpress which handles SSO beautifully. So close, but always an API integration away. The product is great but a focus on some of the more complicated issues could garner tremendous customer retention. Even your most prominent customers still haven't figured out a proper implementation of the system. I use Zendesk via insightly, Line2, Woothemes, and others. Some haven't figured out how to mask their URL and these are companies with large engineering teams. Some still have Zendesk branding because Marketing hasn't been able to properly communicate to engineering. Some/most require a separate login because the CEO doesn't know they could have SSO. Some contact forms work with, some don't.

    Anyhow, there has to be an easier way to get Contact Form 7 to work easily and seamlessly with Zendesk without Zapier and email and API coding. Perhaps turning the Zopim widget app could have a switch that says "do not show on mobile" rather than the dreaded "use the API" answer. Maybe the Community name in the Help Center could have a simple feature that allows us to change its name without 8 different functions needed in JavaScript, CSS or HTML. And so on...

    The number of "tickets" you must generate internally must tell you where the need is. Perhaps I'm wrong but I see these issues recurring all over the forums.

    So, I ask, is there an easy way to make Contact Form 7 to create a ticket like Twitter, Facebook, Zopim chat and support@ does?

    Thank you in advance. This post truly intended to help all involved.

    Eric Greenspan
    74 Systems and astUtemy

  • Jessie Schutz
    Zendesk team member

    Hi Jane!

    My first thought is that those emails are coming from a noreply email address, which means that it possible they're getting caught in your suspended tickets queue. Have you checked there to see if they're there?

  • Jane

    Hi Jessie - Thanks for your suggestion. I don't believe we have a noreply email address, though it may not be formatted in a way that ZenDesk likes. We have the "Reply-to" field in the Contact Form 7 plugin configuration set to "Reply-To: [Email]" where "[Email]" is a required email field that the user who submits the Contact Form needs to enter. We checked the Suspended tickets and the emails are not usually there. I say not "usually" there as we've been tweaking the setup in Contact Form 7 and there are times where the messages do get into ZenDesk and they are flagged with "Email Processing Error" in the Subject field and the content is "Zendesk could not process the attached email. We are investigating." with an .EML attachment. Maybe we should learn more about when this happens. 

  • Jessie Schutz
    Zendesk team member

    Thanks for the in-depth information here!

    What this says to me is that there's something in the email header, then, that Zendesk doesn't like so it's bouncing them outright most of the time.

    It'll probably require some pretty in-depth troubleshooting to find out the source of the issue, and once you find it there's no guarantee that you'll be able to get it to work...

    What you might consider doing is pulling that information from your Contact Form into Zendesk using the API, bypassing the email situation completely. You can find information on how to do that here:

    Let me know if you need anything else!

  • Alan Jones

    I agree about time Zendesk addressed this very simple requirement and made it simple to implement without the need to enter into the world of coding or API's. This isn't something that a standard user should have to do for a very simple requirement. If Zendesk do not listen to and address their customers pain points, they will inevitably lose market share to other providers that do.



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