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Zendesk silently drops e-mail replies in some circumstances
Posted Apr 14, 2022
A bug I've noticed across multiple different sites which use Zendesk for managing conversations between clients and support requests is that, if I reply to e-mails from Zendesk, the e-mails get silently dropped without getting added to the conversation thread.
As some sites don't appear to expose Zendesk's web interface, this leaves me having to open a new ticket for each reply, mentioning the previous ticket as what I'm replying to.
While I can't be certain, I believe the problem is that Zendesk assumes replies must come from the e-mail address they were sent to, rather than embedding some kind of identifying token in the message as a backup measure.
(My anti-spam measures are based around giving a different inbound e-mail alias to each person and then setting up a mail filter that trashes any messages sent directly to my inbox without going through an alias, thus allowing me to treat the e-mail addresses I hand out like revocable API tokens.)
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4 comments
AntonMi
It’s expected behavior. They can see your comment, but you, as requester can’t.
Messages, that were sent from different emails, create private comments in zendesk tickets.
https://support.zendesk.com/hc/en-us/articles/4408842992538-Understanding-when-email-replies-become-public-or-private-comments#topic_bhg_qzk_fhb
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Stephan Sokolow
If that were all, I'd have no problem with it.
It's the automated "You didn't reply. If you keep not replying, we're going to assume you're satisfied and close your ticket" message followed by the ticket getting closed that's the problem.
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Greg Katechis
Hi Stephan! As Anton noted, there are situations where an email isn't added to a conversation as a public or private comment. There are also situations where the email is not added at all and sent to the suspended tickets queue. To understand what is happening in your situation, I suggest reaching out to our support team so that they can see exactly what the solution might be for you.
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Stephan Sokolow
I already found that page. Option 1 seems to require that I be a Zendesk customer rather than a user of a Zendesk customer's services. Option 2 is what I thought I was doing here. Option 3 explicitly says it'll be ignored if the system isn't down.
(Sorry for the delayed response. The TODO fell behind the desk, metaphorically speaking.)
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