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Emails from customers not arriving no more

  • April 28, 2021
  • 1 reply
  • 0 views
P

Hi all,

This past week Zendesk has not been able to receive the emails from specific customers, while other recipients cc in the email are receiving it.

Do you know what could be the issue?

Thanks

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    1 reply

    Kyle25
    • Kyle25
    • April 28, 2021

    Hi Paul,

    I would suggest looking into two things here. The first will be to see if the users you aren't receiving their emails are listed as suspended. You can do this by clicking on the Requester and see if they have this listed at the top:

    If this is the case, you can unsuspend the user by following the steps listed in our How do I unsuspend access for a user? article.

    The second area to check will be to see if they are using a domain that is part of a blocklist. You can check by following the steps in our Using the allowlist and blocklist to control access to Zendesk Support. 

    Let me know if neither of these suggestions applies, and we can dig a little deeper. I hope this helps!

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