Outbound emails not arriving

Forum|Forum|6 years ago
October 30, 2019
3 replies
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Jim27

We have a support@ email address and our domain is on GSuite. That support address is set up in Zendesk. None of the CNAME stuff is set up because we have a google connector and zendesk help (https://support.zendesk.com/hc/en-us/articles/203683886-Allowing-Zendesk-to-send-email-on-behalf-of-your-email-domain) say that if this is the case it doesn't matter if the CNAME settings are correct as it'll work anyway.

This morning I wanted to check something, so I raised a ticket from my personal email address and on sending back a response from Zendesk the email didn't arrive. It looks like some of the responses haven't but a few have, though nothing has arrived in the past 24 hours. How long has this been going on, I don't even want to think about it.

Any ideas?

[Obviously this is mission critical for us, so I raised it immediately with Zendesk, who sent me a really sniffy email, saying they didn't support orgs on the Essential plan for this. To me this is basic functionality of the product, surely it should be supported? Anyway, zendesk came back to me with a 'we're going to do you a really big favour just this once', but still haven't got back to me 8 hours later. - not at all impressed]

Dan28
Forum|Forum|6 years ago
October 30, 2019

Hi Jim,

The first thing I'd check into is if the ticket events are showing that an email is sent. You can see events by clicking on the Conversations drop down under the comment field and changing it to Events. Under the comment you sent, you should see an event with an envelope that indicates an email was sent.

I'm not familiar with what the Essentials plan restricts, but it's possible that the default triggers might also be setup in a way that you won't get an email if your are the requester and the person that submits a comment. This is a common configuration I've seen on triggers that minimizes email notifications to the user that is typing out a comment in Zendesk. If the test ticket has you as the requester, an email may not sent. So verify that the test email has a different user as the requester.

Another thing to check is to see if you see emails going out on your other tickets. This should be visible in your event history on other tickets as well.

Make sure to check spam folders and try a few other test accounts if you can. It's possible that it's just that one test account that is having a problem, or maybe an email rule that is making it seem that emails aren't coming in as well. As a Zendesk admin, I find that my Zendesk emails are all behind rules and I expect them to work one way, but they don't always do so because I get so many I've put a lot of rules in place.

While it's frustrating that response times can take a while (or not at all) with certain plans at Zendesk - they have their support commitments clearly defined on their pricing page. If you're finding that your success is growing to a point where no or slow support is a problem - it may be worth considering a plan that keeps you up and running with minimal downtime. Zendesk does have a great community program with customer moderators. Hopefully the details I provided above can get you started in figuring out what might be going on.