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ticket not created

  • June 13, 2018
  • 1 reply
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C

we pass emails from an exchange account on our domain to our zendesk support email address automatically.  We had one client send us an important email to our support address.  We can see through our exchange server / outbound spam filtering that the message was received by our domain email, and then correctly passed to our zendesk address.  However, inside of zendesk there is no trace of this ticket.  We also get notified of suspended tickets, there are currently 4 in there which correlate to the 4 suspended ticket notices we received, none of which are this email in question.  Is there any further investigating we can do to see why this email was not created into a ticket, or what happened to it?  

 

Thanks

Chris

    1 reply

    Dan28
    • Dan28
    • June 13, 2018

    Hi Christopher, 

    It is possible that emails can be delayed into Zendesk.  In most cases, I haven't seem much of a delay, but if you have relays between your customers and your Zendesk that check for spam or otherwise, it could delay the delivery of a ticket.  The checks you did seem appropriate to validate if the issue is on your side, it is possible that something could be going on at Zendesk as well.  Checking https://status.zendesk.com allows you to see if they are tracking any issues at the moment.  Right now it appears that Pod 9 is having some challenges, although email is not called out. 

    If you have ticket restrictions on your user roles, the email may have been received and in a group that isn't monitored.  It's worth checking to see if that's a factor as well.  Or if you have multiple people triaging your suspended tickets, they could possibly have recovered that ticket from suspended tickets early, or even better yet, maybe someone solved the ticket! I suspect you've checked most of these already, but I figured it doesn't hurt to ask just in case. 

    Hopefully something here helps.  I feel your pain as I've had to do some similar deep diving myself. If this doesn't help, the Zendesk Support team has been very helpful in digging into the logs to figure out what is wrong. I'd recommend sending a ticket up if you still have challenges. 

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