Zendesk losing incoming emails
Over the last 2-3 weeks we've noticed a big drop in the number of email tickets we receive (normally 10-40 per day - now 0-10). We've had two reach out and say they've sent multiple emails to our support address, but we can't find them anywhere in Zendesk.
Message routing is support@ourdomain.com, which is O365. That has all blocks and filtering disabled and reroutes to our @zendesk com address. I've used Message Trace and can see the messages there with status "Delivered" so I'm assuming they're making it to the our support@domain.com mailbox which then redirects to our @zendesk.com address.
This is becoming a critical issue now as we've heard from multiple people about missing tickets. Is there a way to trace messages in Zendesk? Search finds tickets from a couple of these people from earlier in 2023, but none recent. I tried the Zendesk support chat and was told it was a 1-2 day wait for a reply (which is freakin' INSANE for a critical business issue).
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Hey Steve Logan,
I'm sorry for the delay in resolving this critical issue. I've looked into your ticket, and one of our Support Specialists requested more information so they can share steps to fix this problem. Once you reply, they can help you with a solution. -
@devan - I'm not sure what you're referring to? I received one email response basically saying that Cloudflare changed their spam filtering and there's nothing we can do about it. No settings were mentioned, no troubleshooting was done and yet today 90% of our tickets are still going to suppressed.
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