How to solve issues with the email channel
Articles that help solve issues with email forwarding from an external support address to Zendesk (Gmail, Microsoft, GoDaddy), DNS, DKIMP, SPF configurations, and TXT records, error messages regarding email, agent forwarding, mailing lists, distribution lists, and email loops. Content about inbound and outbound emails, trigger notifications, replies from customers to Zendesk, replies from agents to customers, and threading issues.
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How to fix the email error messages on forwarding, SPF, DNS, and TXT records
Issue symptoms How do I fix the following email errors? Forwarding check failed SPF does not include Zendesk Support... -
Trigger based on the Ticket > Received at condition is firing on all tickets
Issue symptoms I created a trigger using the Ticket > Received at condition, and it is now firing on all tickets. Res... -
Some agent responses pull the entire email chain into their response
Issue symptoms My agents use Microsoft Outlook. Sometimes when they reply in a ticket, their response pulls the entir... -
Email suspension cause: Automatic email processing failed
Issue symptoms Incoming tickets are being suspended with the cause: Automatic email processing failed. What does thi... -
What is the function of the "Send email via Gmail" option?
Question What is the purpose of the Send email via Gmail option in the Email settings? Answer The Send email via Gma... -
My SPF record isn't validated
Issue symptoms I set up an SPF record in Zendesk but the record doesn't validate. Resolution steps A validation erro... -
My customers are receiving blank emails from ticket updates
Issue symptoms My agents are making updates to tickets that do not include a public comment. However, customers still... -
Updated ticket does not show any content from the customer
Issue symptoms A customer updated a ticket and the status changed to open. However, no content of the message shows u... -
How can I switch from the Gmail connector to standard email forwarding?
Question How can I remove the forwarding address from the Gmail connector and use the standard email forwarding? Ans... -
Why do emails thread to the wrong ticket?
Question An email message threads into an existing ticket as a comment instead of generating a new ticket. Why do ema... -
Can I have multiple TXT records configured on the same domain for multiple Zendesk accounts?
Question If I manage multiple Zendesk accounts and use the same email domain for support addresses across those accou... -
Can I forward emails into my account without setting up forwarding in Zendesk?
Question Can I use an external email address to create tickets that is not added under Support addresses? I see that ... -
My customers don't receive emails
Issue symptoms I receive customer emails but customers don't receive agent replies. I add public comments on tickets,... -
Why don't I receive the verification email when I set up forwarding for a new support address?
Question I'm trying to set up forwarding for a new support address, but I didn't receive any kind of verification cod... -
How can I tell if Zendesk is sending email notifications to customers?
Question I am not sure if my account is emailing my customers updates to their tickets. How do I know if my email was... -
Workflow: Route tickets to groups based on support address
If you have multiple support email addresses in your account, you can assign the tickets that come from specific sup... -
Customer emails don't show up in Zendesk
Question Customer ticket replies are not being received by my Zendesk account. I can see them in my external email ac... -
How can I reconnect a support address through the Gmail connector in Zendesk?
Question I get the error We can't connect your Gmail account because your OAuth credentials are invalid. Please recon... -
How do I know if my DKIM records are configured correctly?
Question How do I know if my DKIM records are configured correctly? Answer Confirm that the Custom domain for DKIM op... -
Error: This email address is already used by
Issue symptoms When I try to add a new support address or a user as staff, I get the error This email address is alre... -
Why do my agents receive an email for each new ticket?
Question All of my agents receive an email notification for every new ticket. How can I turn off or disable these not... -
Access denied error message when setting up email forwarding in Office 365
Issues symptoms When trying to set up email forwarding in Office 365, I receive the error message: 550 5.7.520 Access... -
How can I stop an email loop?
Question When some of my users receive a notification from Zendesk, an auto-response sends a message back to Zendesk.... -
How can I stop my emails from going into my customer's spam folder?
Question How can I stop my Zendesk emails from going into my customer's spam folder? Why do my sent emails go into th... -
GoDaddy hosting error: All emails sent to my Zendesk are suspended
Question I use GoDaddy for email hosting, and all emails sent to my Zendesk are suspended. Why? Answer When an extern... -
Every incoming email sent to my Zendesk is suspended
Issue symptoms I set up email forwarding from an external support address to my Zendesk and now every email appears o... -
Workflow: How to set the ticket priority based on the support email address
Triggers can automatically set ticket field properties. This recipe explains how to create a trigger to set a ticket'... -
How do I set up agent forwarding for emails?
Question My agents would like to forward personal emails they received from customers to create tickets. How do I set... -
What happens when an email is sent to multiple support addresses?
Question What happens when an email is sent to multiple support addresses? Answer In general, one email sent into a Z... -
Why do replies to email-target notifications create a new ticket?
Question I set up a specific email address as a target that receives email notifications when a ticket is updated. Wh...