Did not receive an email in Zendesk which also had attachments | Community
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Did not receive an email in Zendesk which also had attachments

  • December 14, 2022
  • 4 replies
  • 0 views
Frank17

We recently received an email into our Gmail support account but it did not make it to Zendesk as a ticket. The email was forwarded by the sender into our support email. They were forwarding a complaint from one of their users who had included attachments.

We have forwarding enabled so we think that is not the issue.

The sender with the attachments did mention that they had gotten an error that that the attachments were to large to send. Though, the attachments were too large, wouldn't we still have received the forwarded email?

Any ideas why we did not get the actual forward of the email even without the emails?

    4 replies

    Sam15
    • Sam15
    • December 14, 2022

    Hi Frank!

    It depends on where the undeliverable message came from. On some email servers, if the limit exists there for outbound messages, Zendesk may never have received it at all.

    In the end, whether it is a limitation on their end or based on your support plan, they will need to re-send the email, sans attachments. In these situations, the sender might be able to leverage a file sharing service, like Google Drive, Dropbox, etc. to work around the attachment size and share the link with you instead.

      Frank17
      • Frank17
      • Author
      • December 14, 2022

      Thanks Sam!

      That is helpful. For clarity, the email that we received in Gmail did have the attachments - we just never saw this email arrive in Zendesk as a ticket.

      Thanks again!

      Sam15
      • Sam15
      • December 14, 2022

      Hi Frank!

      Do you happen to know how large the attachment was? It is possible that it was large enough for their mail server to send to you, but not for Gmail to forward out. By default, the attachment limit in Gmail is 25mb to send.

      As a test, you could try having them email the support address directly (like support@yourdomain.zendesk.com) and see if it works there instead. You can also download the attachment and try sending it to Zendesk yourself from the support mailbox in Gmail, and see if you receive a similar nondeliverable report (which would confirm where the limitation is).

      You are correct though that if the email did forward out of Gmail, that Zendesk should have accepted the email and tried to link to the attachment (per Enabling attachments in tickets -> Attachment size limitations). 

      Hope this helps!!

        Frank17
        • Frank17
        • Author
        • December 14, 2022

        Hi Sam,

        Though one of the contacts in the email explains they had issues with the image sizes being too large, I don't see that this was an issue - the images are very small in size as you can see in the screenshot.

        The only thing I did notice from the email is that there were conversations back and forth with our customer and their customer and the images were not sent to us during the forward, they were attached by the previous user in the email thread. Still, I'm thinking, the email should have made it to Zendesk. We can work around this but thought someone had seen this before - who knows, perhaps it could be the way we're setup too.

        Thanks,
        Frank

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