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Email Side Conversations not being received?

Answered


Posted Jun 28, 2023

I'm having trouble with Email Side conversations. We started using Zendesk around April, and as far as I remember, they worked fine.

However, if I try to use Email for a Side Conversation now, the ticket looks fine but the email is never received.

I'm trying to figure out what would stop the email side conversations from working, but I'm not even able to find anyone else with this issue.


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7 comments

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Jahn

Zendesk LuminaryCommunity Moderator

Kyle Kowalsky -  have you tried sending test side conversation email? Either to your personal or company email? How was it? 

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Darenne

Zendesk Customer Care

Hi Jahn, thanks so much for responding to the customer. 

To Kyle Kowalsky, let us know what is the outcome of the suggested troubleshooting sent by Jahn. Basically, we're trying to identify if the issue is only isolated to the receiver of the side conversation mail you sent. It's also best to confirm with them if they've already checked their spam/junk folder. In the event that they've checked on it but it's still not showing on their end, we're happy to dig into this deeper. 

We will be waiting for your response. 

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I have sent side conversation emails to both my work email and my personal email. They are never received, even in spam.

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Darenne

Zendesk Customer Care

Hi Kyle, 

Thanks so much for the response! Due to the complexity of this issue, I'll go ahead and create a ticket for this one so we can discuss this further. 

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Hi there 

Curious if/how this got resolved as we have started having a problem with emails sent from side conversations not being received. Ticket has been logged but if there is any other troubleshooting out there I would love to try it at the same time :) 

 

 

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We have the same issue and really need a fix.  Or if they do get it and respond the response is never received. 

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Jupete Manitas

Zendesk Customer Care

Hi Jill, thank you for writing in! May we know if you have isolated the issue by sending an email side conversation to a free mail domain like gmail or yahoo.com? Is this happening to all email side conversation requesters or to a particular custom domain? We also recommend reaching out us via the Get Help so we can dig more in the sample ticket or side conversations IDs. Thank you!

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