Question
Email in Zendesk is broken. Zendesk isn't receiving emails or it isn't sending emails. How can I troubleshoot the email channel in Zendesk?
Answer
Why aren't customers receiving my emails?
Triggers and automations control the emails sent to your customers from Zendesk. A trigger that wasn't set up correctly can lead to an email notification at the wrong time, or not sent at all. To troubleshoot your business rules, follow this article: Customers don't receive emails.
Why isn't Zendesk creating tickets from my customers?
Frequently when the messages from your customers don't create a ticket at Zendesk, it is likely that there is an issue with the email forwarding rules of your account. For more information, see this article: Forwarding incoming email to Zendesk Support.
There could be other reasons preventing you from receiving your customer's messages. For further troubleshooting steps, see this article: Customer emails don't show up in Zendesk.
Why can't I use this email address?
When you add a new support address, you may encounter an error message that says: This address is already used by [user]. For more information, see the article: What does the error "This email address is already used by..." mean?
SPF, DNS, CNAME, DKIM, and TXT setup
Add your company's email address to Zendesk so you can receive and handle tickets sent to that address. Have your system or network administrator configure the email record settings in your domain provider. For detailed information, see these articles: