URGENT: Not all emails getting through to Zendesk

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8 コメント

  • Laura D.

    Hi Sasha, 

    I'm sorry to hear about the trouble you're having, I see you're in touch with our Tier 2 Support team now in the ticket you sent in. Hopefully they can help you sort out the issue soon!

    In general if you have trouble like this in the future (hopefully you won't though) feel free to send us an email. We do monitor the forums and usually get to things quickly but for something sensitive like this that's affecting getting support emails, an email to us may be faster. 

    1
  • Veronica Taquette

    I've been having the same issue here! Help please, this is a really big issue

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  • Nicole S.
    Zendesk Community Team

    Hi Veronica -

    In Sasha's case it turned out that a number of emails were going into their suspended tickets queue because they had enabled a setting that requires new users to register before their ticket will appear in your Zendesk.

    You may want to check to see whether you have the "ask users to register" setting enabled in your Support set up.

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  • Veronica Taquette

    Thanks Nicole, I found all lost emails in the "suspended tickets" view. However all of them were suspended due to "malware detection" but they certainly have no malware.

    This email for example just have a very simple text in it:

    What can I do so it doesn't happen anymore? It affected more than 60 tickets today.

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Veronica,

    The recommended step here is to have the user resend the email if the cause of suspension is malware detection.

    If one of your users resends the email, does it get sent to the suspended tickets view still? Have you tried whitelisting the email address or domain? More information here: Using the whitelist and blacklist to control access to Zendesk Support

    Let me know if you continue to experience issues.

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  • Veronica Taquette

    Hi Brett, I just tried whitelisting some domains, but emails are still being suspended. For instance, I included schroders.com in the whitelist about 40 minutes ago:

    But 1 minute ago a new email coming from this domain was suspended:

     

     

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  • Brett Bowser
    Zendesk Community Team

    Thanks Veronica!

    I'll get a ticket created on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Veronica Taquette

    Ok Thanks!

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