Hi guys, my Zendesk stopped creating tickets during the past week | Community
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Hi guys, my Zendesk stopped creating tickets during the past week

  • January 11, 2024
  • 1 reply
  • 0 views
RemoteOZ

Hi guys, sorry to ask, but my Zendesk stopped creating tickets during the past week.

I checked the forwarded emails and its settings(I set email forwarding for the email account to 2 address, one is another of our email address, which I used to verify the customer enquiry email was receiving and forwarded succesfully, another address is to my zendesk help email which will create the ticket. )

 

During the past week, suddenly the Zendesk stopped creating the tickets for those forwarded emails(it only generate ticket when if the customer directly emailed to the zendesk help email address), just wondering did Zendesk changed any settings? Or do I need to update any specified settings?

 

Thanks.

      1 reply

      D
      • David196
      • January 12, 2024

      Hello Amy!  
      Sorry to hear you're having issues with tickets no longer being created with your current workflow.  

      I believe the issue is your method, as described above, is not in accordance with Zendesk's best practices for building/using an external ticket form.  More info on that right here 

      The sticking point here is the email forwarding for an externally created form instead of submitting the form in question through the Zendesk API. This can result in suspensions. Have you checked your suspended folder for these messages, by chance? If there aren't any in there, you could likely check with a quick test submission.
       
      You can also learn up on suspension causes here


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