We recently added another address to our support for one brand. This address receives, among other things, messages from google analytics, with sender address email@example.com.
All of these messages are correctly identified as "Detected email as being from a system user" and thus suspended.
After that, however, things get hairy: I have yet to succeed in recovering one of these mails from the suspended state.
They are neither automatically nor manually recoverable such that its information is usable in any way.
Automatic recovery fails with an error message without any enlightenment regarding what happened.
Manual "recovery" leads to a ticket with a subject but no description. Before being able to save it, I have to enter a description.
Once I do that and save the ticket, the ticket does not contain the original e-mail - in the Events view, I do not get the link to "(View original email)" as you get them in normal e-mailed tickets; also, the from/to line is also missing despite the fact that the ticket is marked as
Google Analytics firstname.lastname@example.org via Peter Hochstrasser (change)
from Zendesk Support
What is going on here?
Does Zendesk have problems if mails have no body, just a subject (I haven't been able to get to one of these mails yet, so this is pure speculation)?
Thanks for explaining what happens here and how we can prevent this.
Please sign in to leave a comment.