When we respond to a ticket, the customer receives the response, but if the customer responds back to that ticket, then the response does not appear in Zendesk. But we can see the answer in our inbox in Gmail.
Is it a trigger that we are missing or what is happening? It's all our customers. In the beginning it worked fine, but now it doesn't.
Not receiving customers answers
Are you saying the customer response is not getting added to the ticket at all? Or are you saying the customer response shows but the Agent/s don't get a notification? Also, if you see it in your inbox in Gmail, is it showing as read?
Can you check your email connector? I'd recommend reconnecting your email as a first thing to try.
Thanks!
I have already tried reconnecting with the email, it didn't help.
The customer response is not getting added to the ticket at all. We can only see their first message, but if they respond back it doesn't get added to the ticket.
Does their email show in your gmail account as read at all?
Hi community and Zendesk team!
We have seen the same behavior with our Zendesk account. It is not a global issue, as this affected one customer for a few days (no answers visible in opened tickets. It then "resolved" itself), now we have another customer for which the answers do not appear in the ticket itself. Opening new tickets is no issue for this customer however. Also the customer's answers are visible in the forwarded ticket emails.
Answers from other customers so far have seem to be shown correctly.
Has anyone found a reason why this happens? It's pretty bad service-wise, as the customer thinks we are ignoring them, so we'd like to provide an adequate explanation.
We've now actually had more cases of some answers from other customers not showing up in a ticket thread. Again the customer was able to trigger the creation of new tickets though.
Has anyone got an explanation or tips on how to debug this?
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I understand that this is important. What we can do is create a ticket about this so you can share the sample ticket and we can investigate further.
Have a good day.