Zendesk silently drops e-mail replies in some circumstances


4 Comentarios

  • Anton

    It’s expected behavior. They can see your comment, but you, as requester can’t.
    Messages, that were sent from different emails, create private comments in zendesk tickets.

  • Stephan Sokolow

    If that were all, I'd have no problem with it.

    It's the automated "You didn't reply. If you keep not replying, we're going to assume you're satisfied and close your ticket" message followed by the ticket getting closed that's the problem.

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Stephan! As Anton noted, there are situations where an email isn't added to a conversation as a public or private comment. There are also situations where the email is not added at all and sent to the suspended tickets queue. To understand what is happening in your situation, I suggest reaching out to our support team so that they can see exactly what the solution might be for you.

  • Stephan Sokolow

    I already found that page. Option 1 seems to require that I be a Zendesk customer rather than a user of a Zendesk customer's services. Option 2 is what I thought I was doing here. Option 3 explicitly says it'll be ignored if the system isn't down.

    (Sorry for the delayed response. The TODO fell behind the desk, metaphorically speaking.)


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