Delivery notifications - not visible in Zendesk

2 Comments

  • Russell Chee
    Zendesk Customer Care

    Hey Linus,
    I hope you are doing well and taking care of yourself! Thanks for creating a community post around an issue you are facing with your Zendesk account. If it's alright with you, I'd like to create a ticket and work with you on this internally as to get to the bottom of this issue. Keep an eye out for my email and speak soon!

    Russell

    0
  • Peter Hochstrasser

    Are you sure that these tickets don't even appear in the suspended tickets view?

    What you can do to get a good handle on delivery problems is this:

    1. capture all incoming mails to Zendesk in a shared mailbox:

    • have your support mail address registered as a distribution list which
    • delivers mails to both your Zendesk mail as well as to a shared mailbox.

    2. capture all outgoing mails into a shared mailbox:

    • go to Settings, Tickets, e-mail Archiving to specify the address of the shared mailbox.

    So, capture everything (and set rules in the mailboxes to keep a manageable amount of mails).

    As an added goodie, I suggest that you take a look at the plugin Shredder Pro; it is an incredible timesaver when handling suspended tickets.

    Yours truly

    Peter

    1

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