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.
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What is the suspended tickets queue? Why do emails go to the suspended tickets queue? Why do bulk emails fail to create tickets?
The Suspended tickets queue holds emails when ticket creation fails. This suspension occurs when you send bulk emails to create tickets instead of using the API to connect to other apps or channels framework.

Does the ticket creation date change when you recover a suspended email? How does the creation timestamp behave in different ticket views? Does the ticket audit show when you recover an email?
Yes, the displayed creation date varies by your ticket view when you recover an email from the Suspended tickets queue. In the Conversations view, the creation date reflects when you received the email. 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.

Can a Gmail password update stop email ticket creation? Why does the connection from Google to Zendesk disconnect? How do you fix a disconnected Gmail support address?
Yes, an update to your Gmail password disconnects the Gmail connector and prevents ticket creation. Check the status of your Support address if emails do not create tickets in your ticketing system or help desk. To resolve this issue, complete these steps:

Reconnect Gmail to your Support addresses.
Resend any missing emails as you need.

See Troubleshooting email deliverability for more information.

Can a service incident prevent ticket creation from email? Why do emails fail to create tickets during an outage? Where do you check for Zendesk service disruptions?
Yes, on rare occasions an active service incident prevents email ticket creation. Check Zendesk's status page for an active service incident if emails do not create tickets in your ticketing system or help desk.

