Troubleshooting Missing Customer Emails in Zendesk
Why are customer emails not showing up in my Zendesk account?
Customer emails might not appear in your Zendesk account due to several reasons. If you've recently set up your email, it could be a configuration issue. Ensure your support addresses are correctly listed and verified in your email settings.
If the issue started suddenly, check your forwarding configuration, suspended tickets view, and ensure your triggers are set correctly. Also, verify that emails aren't being sent to an alias, as Zendesk doesn't support email aliases. For more detailed troubleshooting steps, visit theoriginal Zendesk help article.
More related questions
How can I check if my email forwarding configuration is correct in Zendesk?
To ensure your email forwarding is set up correctly, navigate to the Admin Center in Zendesk, click the Channels icon, and select Talk and email > Email. Under Support addresses, verify that your email address is listed and shows no errors. If…
What should I do if my tickets are missing from Zendesk views?
If tickets are missing from your views, it might be due to restrictive view conditions. Views organize tickets based on criteria you set, and if tickets don't match these conditions, they won't appear. Review your view settings to ensure conditions…
Why are some emails ending up in the Suspended Tickets view in Zendesk?
Emails can end up in the Suspended Tickets view for various reasons, such as automated responses, email loops, or emails from 'noreply' addresses. These aren't necessarily spam but are flagged by Zendesk's system. Check the Suspended Tickets view…
How do I troubleshoot trigger issues in Zendesk?
Triggers in Zendesk run actions based on conditions when a ticket is created or updated. If triggers aren't working as expected, review them to ensure conditions and actions are set correctly. Look for triggers with actions like 'Ticket status |…
Can I use an email alias as a support address in Zendesk?
Zendesk does not support the use of email aliases as support addresses. Using aliases can lead to deliverability issues, so it's best to use a standard email address for your support needs. For more information on why aliases aren't supported and…
What should I do if a ticket is updated without a visible response?
If a ticket is updated without a visible response, it might be because the reply was sent below the email delimiter. This updates the ticket but doesn't add the response as a comment. To resolve this, ensure replies are sent above the delimiter….
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