Troubleshooting

Descriptions of, and solutions to, common issues

  • Ticket creation troubleshooting guide

    Regardless of which channel your customers use to contact you, all support requests become Zendesk Support tickets. Tickets keep track of the conversations between your customers and your agents until the issue is solved.

    This article provides a guide for identifying and resolving the most frequently encountered issues when creating or updating a ticket.

    1. Learn how to send an email

      In Zendesk Support, the send button is the Submit as button. You can find this button at the bottom right-hand corner of your ticket. When you click the button, select the status applied to the ticket upon submission.

      By selecting a ticket status, the ticket is updated and your message is sent provided you have the right triggers in place.

    2. Find out why a ticket is marked as Open

      The New status indicates that no action was taken on a ticket. Once a ticket’s status changes from New, it can never be set back to New. Find below the situations in which the status of a ticket can change to Open.

      • An agent manually changed the status of the ticket to Open.
      • A ticket was assigned to an agent. When a New ticket is assigned to an agent, the ticket status automatically changes to Open.
      • If your account only has one agent, all tickets are automatically assigned to that agent and the status of the ticket changes to Open.
      • When a ticket is assigned to a group with one member, that agent becomes the ticket’s assignee and the status of the ticket changes to Open.
      • When an end user replies to a Pending, Solved, or On-hold ticket, the ticket status changes to Open.
      • A business rule changed the status of the ticket to Open. To find out if a business rule acts on the group of the ticket, see Viewing all events of a ticket.
    3. Learn the reason why statuses change

      The status of a ticket can change for multiple reasons. Besides the reasons described in the previous point, there are other possible causes for a change in ticket status.

      • An agent manually changed the status of the ticket.
      • A business rule changed the status of the ticket. To find out if a business rule acts on the group of the ticket, see Viewing all events of a ticket.
      • Tickets are automatically closed 28 days after they’re set to Solved, regardless of any triggers or automations.
    4. Understand if a message should update or create a ticket

      When a new email is received, Zendesk checks the message to determine if the email should be added as an update to an existing ticket, or if it should create a new one. The process is as follows:

      1. User sends a message to Support.
      2. Zendesk searches for the email’s Message-ID.
        • If the Message-ID matches the Message-ID associated with an existing ticket, the email threads to that parent ticket.
        • If the Message-ID doesn’t match any Message-ID associated with an existing ticket, the email creates a new ticket.

      View the original email to confirm if the email Message-IDs match up.

      If the customer replies to a ticket on the Closed status, their reply creates a follow-up ticket.

    5. Track ticket changes coming from different channels and users

      You can see all the updates and notifications that happened on a ticket if you check the ticket events. Whenever you are unsure why a property of your ticket changed, check the events of that same ticket.

      The events of the ticket can also be used to troubleshoot business rules.

    6. Understand if you can edit system ticket fields

      The default ticket status field is not customizable. However, you can create a custom ticket field to track any custom status you want to include in your workflow. For more information, see Can I add custom ticket statuses?.

      The priority ticket field and its values can not be edited or modified either, but you can follow Can I edit the priority field? for a workaround.

  • Email troubleshooting guide

    This article provides a step-by-step guide to identifying and resolving the most frequently encountered email issues.

    1. Check your business rules

      Triggers and Automations, or business rules, are the features that control email notifications in Zendesk Support. A trigger that is not set up correctly can lead to an email notification at the wrong time, or not sent at all.

      Steps to resolve

      First, confirm that the default triggers that send email notifications are active in your account. Then, confirm that the conditions and actions in those triggers are configured appropriately. Finally, check the events on an example ticket to make sure an email was sent to the right user. If events indicate that happened, and they still did not receive the message, they may be suspended or rejected by your end user’s inbox.

      Here is a video tutorial to help you go through the steps to resolve:

    2. What to do if “this address is already used by…“

      When adding a new support address, you may encounter an error message that says “This address is already used by {user}.”

      Steps to resolve

      An email address cannot be used both as a support address and as an identity for an agent or end user. To use the email address as a support address, you must detach it from the user it is currently associated with.

      First, find the user that currently has this email address associated with it. Then, update or remove the user to free up the email address.

      Once you have updated or removed the user, you can return to Admin > Channels > Email to add the support address. See What does the error “This email address is already used by…” mean? for detailed troubleshooting steps.

    3. SPF, DNS, CNAME and TXT set up

      You may want to add your company’s email address to Zendesk so you can receive and handle tickets sent to that address. Once you’ve added the address to Zendesk, you may find that the configuration steps outside of Zendesk, with your domain provider, can get a little complicated.

      We recommend having your system or network administrator configure settings in your domain provider, but this quick video tutorial shows you or them how to configure the records provided by Zendesk.

      Gmail address

      You may encounter an error that says “Please make sure you’ve updated your Gmail settings by following the steps above.” when adding a Gmail address. This error occurs when the Gmail address is a Google Group, alias, or distribution list. See Unable to add Gmail address as an external support address for detailed troubleshooting for this error.

    4. Understanding and taking action

      Ticket suspension mechanisms in Zendesk protect your account from unwanted or malicious contacts that get in the way of your day-to-day work. It’s possible for you to spot a suspended ticket that you don’t want to be suspended, though.

      Understand the cause of suspension

      When this happens, first, check the suspended queue and find the suspended ticket in question. You’ll see a cause for ticket suspension listed.

      Once you know the cause for suspension, you can take action to prevent this type of ticket from being suspended in the future. See Understanding and managing suspended tickets and spam for more detailed information.

      Viewing, recovering, deleting

      You have the option to either recover or delete the suspended ticket in question. Viewing, recovering, and deleting suspended tickets explains how to do both.

    5. Avoid and control spam

      Receiving spam can be daunting. Below are steps for resolving and deleting spam tickets, as well as advice for preventing future spam.

      Steps to resolve

      First, determine how the spam tickets were created by looking at the ticket events. Once you know the channel spam is coming from, you can take specific measures to stop it. See I was hit by a spam attack. What do I do now? for detailed troubleshooting steps.

      Bulk delete spam

      Once you’ve been hit with spam tickets, learn how to clean them up in How can I bulk delete spam tickets in Zendesk? so you can get back to legitimate tickets.

      Preventing future spam

      We recommend taking some precautions to prevent spam from happening in the first place. See Tips to combat spam and protect your business for more information.