Over the past few months, we have been consistently receiving emails from customers stating that they have submitted requests through messaging but have not received a response from us. Upon checking, we didn't receive their request from messaging. They have provided screenshots showing their previous interactions, clearly indicating that Zendesk did not generate a ticket for those messages.
While we receive tickets from messaging on a daily basis, there are occasional instances where a few tickets are not created. The reason behind this remains unclear, despite my attempts to contact Zendesk's online support for the past month. Unfortunately, they have been unable to resolve the issue or find out the reason, and no longer respond to me, which has left us feeling extremely disappointed.
I hope you are doing well. Apologies for the inconvenience and delays that you have experienced. Upon checking, your tickets are still open and troubleshooting is ongoing. The issue that you have raised is quite complicated than usual and we appreciate if you can provide bit more time for us to check this. Rest assured that your concern is being taken care of. Thank you for your patience and understanding.
Best,
Paolo | Technical Support Engineer | Zendesk