Delay in ticket creation from email

Issue symptoms

Your email server is sending emails successfully to your Zendesk support address

Some of the emails sent to your Zendesk support address are not creating tickets or create tickets after a long time delay

The ticket creation timestamp does not match the timestamp from the email which created the ticket

Resolution steps

There are several potential causes for delay or failed ticket creation from email. Check below for the possible causes and how to resolve them.

Emails are in your suspended tickets queue

Check your suspended tickets queue for the missing emails. There are several causes of ticket suspension which can impact the ability for an email to create a ticket, such as the use of email for bulk ticket creation instead of the API and channels framework.

When you recover an email from the suspended tickets queue, the displayed creation date can differ depending on the ticket view.

In the conversations view, the creation date reflects when the email was originally received.

In the events view, the creation date reflects when you recover the suspended email and convert it into a ticket.

In the ticket audit, the creation date reflects when you recover the suspended email and convert it into a ticket.

An active service incident is impacting email delivery or ticket creation

On rare occasions a service incident can prevent the creation of tickets through email. Check for an active service incident on Zendesk's status page for emails not creating tickets.

You use Gmail and your connection from Google to Zendesk was interrupted

If you use the Gmail connector and do not see emails creating tickets, check the status of your support address. Sometimes a disconnection can occur if you update your Gmail password.

To resolve this issue, reconnect Gmail to your support addresses and resend any missing emails as needed.

For more information, see Troubleshooting email deliverability.