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 email@example.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 firstname.lastname@example.org 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).
Please sign in to leave a comment.