Email not creating ticket / Zendesk support email not working | Community
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Email not creating ticket / Zendesk support email not working

  • January 14, 2015
  • 6 replies
  • 0 views
C

Hi,

We are experiencing an issue where emails sent to our support address, are not being received by Zendesk.

I have seen this when users send an email to the support address only, as well as including it in the CC.

They are emailing the support address directly (support@ourdomain.zendesk.com)

They are not emailing a support address that forwards.

Any help is appreciated very much.

This is very concerning to us. We would like to force users to submit tickets, but cannot enforce this if their emails are not generating tickets.

To clarify, their emails are not creating tickets, nor are we getting any notifications.

It is like Zendesk did not receive anything at all.

Thank you for reading this.

Best regards,

Cole

    This topic has been closed for replies.

    6 replies

    M
    • McCabe11
    • January 14, 2015

    Have you checked the Suspended tickets view?

    Your instance may be on lockdown. 

    Also when you navigate to Manage (cog) > Emails, which options are enabled and what is your support address?

    C
    • Cole11
    • Author
    • January 14, 2015

    Hi McCabe,

    Thank you very much for your reply.

    They were located in our suspended ticket queue.

    Zendesk suspended the tickets because they were detected as spam.

    Our organization really only receives tickets from our internal users, who all have the same email domain.

    Do you know how I can whitelist our own domain, so that it is not detected as spam?

    Thanks again!

    M
    • McCabe11
    • January 14, 2015

    Cole,

    Manage > Customers > Whitelist > Save

     

    You may want to enable "Anybody can submit tickets" in the customers section as well.

    You may also want to clear your blacklist (just below white list) and make sure it's blank.

     

    Hope this helps,

    McCabe

    C
    • Cole11
    • Author
    • January 14, 2015

    McCabe, that was exactly what I was looking for.

    Thank you for your help today!

    M
    • McCabe11
    • January 14, 2015

    Oops - just reread your comment.

    You probably don't want "Anybody can submit tickets"

    But you will want to blacklist *, and whitelist your company's domain, then save.

    Your users will need to already be in the system as end-users or they will not be able to submit tickets. 

    Nicole17
    • Nicole17
    • April 24, 2018

    This thread has been closed for comments due to inactivity. Please start a new post if you have a question you'd like to ask the Community.

     

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