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How to solve issues with the email channel

Articles that help solve issues with email forwarding from an external support address to Zendesk (Gmail, Microsoft, GoDaddy), DNS, DKIMP, SPF configurations, and TXT records, error messages regarding email, agent forwarding, mailing lists, distribution lists, and email loops. Content about inbound and outbound emails, trigger notifications, replies from customers to Zendesk, replies from agents to customers, and threading issues.


How to fix the email error messages on forwarding, SPF, DNS, and TXT records

Issue symptoms How do I fix the following email errors? Forwarding check failed SPF does not include Zendesk Support...

Edited Nov 25, 2024

3 votes  ·  0 comments

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Delay in ticket creation from email

Issue symptoms Your email server is sending emails successfully to your Zendesk support address Some of the emails s...

Edited Jul 04, 2024

0 votes  ·  0 comments

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Why does forwarding verification fail for Office 365 when creating tickets from forwarded emails?

Question Why does forwarding verification fail for Office 365 when the system creates tickets from forwarded emails? ...

Edited Aug 22, 2024

0 votes  ·  0 comments

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Can I use the value of a custom ticket field to automate an outbound notification?

Question I want to use the email address from a custom ticket field to send an email. Can I use the value of a custom...

Edited Mar 28, 2024

1 vote  ·  0 comments

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Can I use HTTP links in agent signatures?

Question Can I use HTTP links in the signature of my agents? Answer Sometimes end users' replies can be marked as spa...

Edited Feb 09, 2024

2 votes  ·  0 comments

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Error code 550 5.7.x in Microsoft Exchange

Issue symptoms End users receive a bounce back notification from Microsoft after they send an email to a support add...

Edited Mar 25, 2024

1 vote  ·  0 comments

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What does the error "Email size cannot exceed 8192 bytes" mean?

Question When I try to save my trigger or automation, I receive the error: Email size cannot exceed 8192 bytes. What ...

Edited Jan 16, 2023

2 votes  ·  2 comments

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I am not receiving notifications of new tickets

Issue symptoms I am no longer receiving an email when new tickets are created. Resolution steps If you are no longer ...

Edited Jan 24, 2024

0 votes  ·  0 comments

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How can I stop sending an email to customers when I solve a ticket?

Question I don't want my customers to receive an email when I solve their ticket. How do I make sure they do not get ...

Edited Jan 10, 2025

1 vote  ·  6 comments

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How do I forward recovered emails that are incorrectly caught as spam back into Zendesk?

Question Valid emails are incorrectly being marked as spam in my external support address and they are missing from Z...

Edited Apr 19, 2024

0 votes  ·  0 comments

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Workflow: Ensuring email system compatibility with Zendesk

Use this guide to ensure that your email system is optimized for a seamless integration with Zendesk. By following th...

Edited Oct 09, 2024

0 votes  ·  0 comments

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Can I change the priority level of the email notifications sent from my ticket updates?

Question Can I change the priority level of the email notifications sent from my ticket updates? Answer The X-priorit...

Edited Jan 24, 2024

0 votes  ·  7 comments

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Why is my support address not verified?

Issue symptoms After adding the external support address to Zendesk Support, the email address isn't verified. I see ...

Edited Oct 19, 2023

6 votes  ·  0 comments

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Do I need a new Zendesk support email for each external address I connect?

Question When adding multiple external email addresses as support addresses in my account, do I need to make a new Ze...

Edited Jan 24, 2024

2 votes  ·  2 comments

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Error: Your Zendesk Support account has sent too many notifications in the past 24 hours via Gmail

Issue symptoms I received an email from Zendesk with the subject You've reached your Google sending limit and shows t...

Edited Oct 07, 2024

8 votes  ·  0 comments

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Can I set up an SPF record, in my personal email account, to send mail on behalf of my Zendesk Support address?

Question Can I set up an SPF record, in my personal email account, to send mail on behalf of my Zendesk Support addre...

Edited Jan 24, 2024

2 votes  ·  0 comments

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Why do replies to email-target notifications create a new ticket?

Question I set up a specific email address as a target that receives email notifications when a ticket is updated. Wh...

Edited Jan 24, 2024

7 votes  ·  2 comments

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Can an email create multiple tickets in a Zendesk account or different Zendesk accounts?

Question Can I send an email to create two different tickets in one or two Zendesk accounts? Answer No, it is not pos...

Edited Oct 24, 2024

14 votes  ·  19 comments

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How do I set up agent forwarding for emails?

Question My agents would like to forward personal emails they received from customers to create tickets. How do I set...

Edited Jun 04, 2024

4 votes  ·  8 comments

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Workflow: How to set the ticket priority based on the support email address

Triggers can automatically set ticket field properties. This recipe explains how to create a trigger to set a ticket'...

Edited Dec 17, 2024

1 vote  ·  9 comments

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Every incoming email sent to my Zendesk is suspended

Issue symptoms I set up email forwarding from an external support address to my Zendesk and now every email appears o...

Edited Jan 18, 2023

5 votes  ·  2 comments

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GoDaddy hosting error: All emails sent to my Zendesk are suspended 

Question I use GoDaddy for email hosting, and all emails sent to my Zendesk are suspended. Why? Answer When an extern...

Edited Jan 24, 2024

1 vote  ·  0 comments

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How can I stop my emails from going into my customer's spam folder?

Question How can I stop my Zendesk emails from going into my customer's spam folder? Why do my sent emails go into th...

Edited Feb 09, 2024

4 votes  ·  29 comments

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How can I stop an email loop?

Question When some of my users receive a notification from Zendesk, an auto-response sends a message back to Zendesk....

Edited Dec 20, 2024

3 votes  ·  2 comments

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Access denied error message when setting up email forwarding in Office 365

Issues symptoms When trying to set up email forwarding in Office 365, I receive the error message: 550 5.7.520 Access...

Edited Jan 04, 2023

3 votes  ·  0 comments

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Why do my agents receive an email for each new ticket?

Question All of my agents receive an email notification for every new ticket. How can I turn off or disable these not...

Edited Nov 07, 2022

0 votes  ·  8 comments

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Error: This email address is already used by

Issue symptoms When I try to add a new support address or a user as staff, I get the error This email address is alre...

Edited May 22, 2024

23 votes  ·  7 comments

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How do I know if my DKIM records are configured correctly?

Question How do I know if my DKIM records are configured correctly? Answer Confirm that the Custom domain for DKIM op...

Edited Aug 21, 2024

6 votes  ·  4 comments

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How can I reconnect a support address through the Gmail connector in Zendesk?

Question I get the error We can't connect your Gmail account because your OAuth credentials are invalid. Please recon...

Edited Oct 21, 2024

1 vote  ·  2 comments

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Customer emails don't show up in Zendesk

Question Customer ticket replies are not being received by my Zendesk account. I can see them in my external email ac...

Edited Jan 24, 2024

4 votes  ·  19 comments

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