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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.


Workflow: Route tickets to groups based on support address

If you have multiple support email addresses in your account, you can assign the tickets that come from specific sup...

Edited Feb 06, 2025

4 votes  ·  20 comments

4

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20

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How can I tell if Zendesk is sending email notifications to customers?

Question I am not sure if my account is emailing my customers updates to their tickets. How do I know if my email was...

Edited Feb 01, 2024

6 votes  ·  14 comments

6

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14

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Why don't I receive the verification email when I set up forwarding for a new support address?

Question I'm trying to set up forwarding for a new support address, but I didn't receive any kind of verification cod...

Edited Jan 24, 2024

9 votes  ·  0 comments

9

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0

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My customers don't receive emails

Issue symptoms I receive customer emails but customers don't receive agent replies. I add public comments on tickets,...

Edited Feb 06, 2025

11 votes  ·  1 comment

11

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1

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Can I forward emails into my account without setting up forwarding in Zendesk?

Question Can I use an external email address to create tickets that is not added under Support addresses? I see that ...

Edited Jan 24, 2024

8 votes  ·  0 comments

8

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0

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Can I have multiple TXT records configured on the same domain for multiple Zendesk accounts?

Question If I manage multiple Zendesk accounts and use the same email domain for support addresses across those accou...

Edited Feb 28, 2023

2 votes  ·  0 comments

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0

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Why do emails thread to the wrong ticket?

Question An email message threads into an existing ticket as a comment instead of generating a new ticket. Why do ema...

Edited Oct 29, 2024

15 votes  ·  26 comments

15

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26

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How can I switch from the Gmail connector to standard email forwarding?

Question How can I remove the forwarding address from the Gmail connector and use the standard email forwarding? Ans...

Edited Mar 21, 2024

4 votes  ·  2 comments

4

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2

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Updated ticket does not show any content from the customer

Issue symptoms A customer updated a ticket and the status changed to open. However, no content of the message shows u...

Edited Aug 21, 2023

11 votes  ·  0 comments

11

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My customers are receiving blank emails from ticket updates

Issue symptoms My agents are making updates to tickets that do not include a public comment. However, customers still...

Edited Nov 28, 2023

4 votes  ·  0 comments

4

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0

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My SPF record isn't validated

Issue symptoms I set up an SPF record in Zendesk but the record doesn't validate. Resolution steps A validation erro...

Edited Jan 17, 2025

5 votes  ·  0 comments

5

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0

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What is the function of the "Send email via Gmail" option?

Question What is the purpose of the Send email via Gmail option in the Email settings? Answer The Send email via Gma...

Edited Dec 03, 2024

2 votes  ·  2 comments

2

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Email suspension cause: Automatic email processing failed

Issue symptoms Incoming tickets are being suspended with the cause: Automatic email processing failed. What does thi...

Edited Aug 21, 2024

2 votes  ·  0 comments

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Some agent responses pull the entire email chain into their response

Issue symptoms My agents use Microsoft Outlook. Sometimes when they reply in a ticket, their response pulls the entir...

Edited Jan 24, 2024

0 votes  ·  6 comments

0

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6

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Trigger based on the Ticket > Received at condition is firing on all tickets

Issue symptoms I created a trigger using the Ticket > Received at condition, and it is now firing on all tickets. Re...

Edited Dec 01, 2023

1 vote  ·  8 comments

1

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8

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Troubleshooting email deliverability

In Zendesk, if you are experiencing issues with email or any of the behaviors below, use this guide. An email messag...

Edited Oct 18, 2024

12 votes  ·  3 comments

12

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3

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How can I recover missed emails if the Gmail connector becomes disabled?

Question How can I resend emails to Zendesk after the Gmail connecter is disabled? We reconnected the connecter but t...

Edited Sep 04, 2024

3 votes  ·  0 comments

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