Zendesk Emails Not Creating Tickets

How to fix it

Try these in order — the most common fix is first.

1. 1. Check Suspended tickets

   Copy steps
   1. Open Suspended tickets in the agent interface
   2. Look through several pages
   3. Select Recover on legitimate emails; recover a few so the filter stops flagging that sender
   Did this fix it? Yes No

2. 2. Confirm the support address

   Copy steps
   1. Admin Center > Channels > Talk and email > Email
   2. Check the address is a real mailbox address, not an alias, distribution list or Google Group
   3. Ask the customer to resend to a standard support address
   Did this fix it? Yes No

3. 3. Verify forwarding

   Copy steps
   1. In the email channel, check the forwarding status of the address
   2. For Gmail forwarding, confirm forwarding is active and select Verify forwarding
   3. For Google connector, reconnect the Gmail account
   4. Fix SPF/DNS/TXT records if verification fails; changes can take up to 48 hours
   Did this fix it? Yes No

4. 4. Rule out a trigger and outages

   Copy steps
   1. Look for triggers that solve or delete new tickets
   2. Check status.zendesk.com for your pod
   3. Send a fresh test email and contact support with the original email headers if it still fails
   Did this fix it? Yes No

Symptoms

Customers say they emailed support but no ticket appears in any view.

Why it happens

• Email sits in the Suspended tickets view (spam filter)
• Support address is an alias, distribution list or Google Group, which Zendesk does not support
• Forwarding to the support address is not verified or DNS/SPF records are wrong
• Gmail connector disconnected after a password change
• A trigger auto-solves or deletes new tickets
• Email was sent to several support addresses

This guide also covers

• zendesk emails not creating tickets
• zendesk not receiving emails
• zendesk email forwarding not working

The same problem in other apps

All notifications, reminders & messages not sending guides →

• Intercom Emails Not Delivered or Going to Spam (Intercom)

Other Zendesk errors

• Zendesk Triggers Not Firing
• Zendesk Email Notifications Not Sending
• Zendesk Web Widget Not Loading or Not Showing
• Zendesk SSO Login Error (Redirected to Logout URL)
• Zendesk Macros Not Working or Not Showing
• Zendesk API Errors 401, 422 and 429
• Zendesk Attachment Too Large or Upload Refused
• Zendesk AI Agent Not Answering