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Not Receiving Replies on Support tickets
已回答
已于 2021年6月28日 发布
Two of my agents have been sending responses to customers who have been sending in tickets, and the customers have been responding, but they are not being picked up by zendesk and being brought back to us. We've received confirmation of these responses via a third party, however they don't seem to be showing up on the actual ticket themselves. We've identified this with two individuals and have double checked that their access is not suspended. Responses to tickets were confirmed on the 17th, and 23rd of june which does not appear to be occurring around any kind of downtime.
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Cheeny Aban
Hi Winter,
Are you receiving an email bounce? if yes, we suggest that you check Common issues with email deliverability to troubleshoot the issue.
If the end-user replies are not showing on the actual tickets, we need to check how it was sent to Zendesk and the ticket events so we can track the root cause. If you have the list of the affected tickets, please reach out to our Customer Support so we can further investigate this for you.
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