Hello,
We have different email domains depending on which department of our company sends out emails to the customers. Example, we may send emails from our customerservice@johndoe.com, or support@johndoe.com, or finances@johndoe.com and humanresources@johndoe.com. But for some reason, it seems that most emails from our support and finances emails often seemed missed by our recipients. Wether it is a new email on our part, or even when reponding to a customer. We will send an email, they will respond a few hours or a day later asking questions that were answered in the email that they are replying to, and they don<t seem to see our messages. Can it affect depending on the devices they are using?
Hi Julie –
Sorry you're experiencing this! We've got a great troubleshooting guide for when customers aren't receiving your emails: Customers are not receiving emails
If you follow that guide and still can't determine the problem, I'd suggest contacting our support team via chat from within your account (Option 1 here): Contacting Zendesk Customer Support