Delay in ticket creation from email

<h2 id="h_01HYBAYR3VJ6P4FCNVT2JZ5YYZ">Issue symptoms</h2><ul>
<li data-list-item-id="e1c67bd9c623ffe462975c39cba363111">Your email server is sending emails successfully to your Zendesk support address</li>
<li data-list-item-id="e7d617616f04f1d40182e92797a1a0d97">Some of the emails sent to your Zendesk support address are not creating tickets or create tickets after a long time delay</li>
<li data-list-item-id="e0667fd013038467cb00aa3d4d8cae4fb">The ticket creation timestamp does not match the timestamp from the email which created the ticket</li>
</ul><h2 id="h_01HYBAYR3VWVM2A947JCEFE60S">Resolution steps</h2><p>There are several potential causes for delay or failed ticket creation from email. Check below for the possible causes and how to resolve them.</p><h3 id="h_01J1TQRJ8VB5D5HM9X2N7TM908">Emails are in your suspended tickets queue</h3><p>Check your suspended tickets queue for the missing emails. There are several <a href="https://support.zendesk.com/hc/en-us/articles/4408828416282-Causes-for-ticket-suspension" target="_blank" rel="noopener noreferrer">causes of ticket suspension</a> 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.</p><p>When you recover an email from the suspended tickets queue, the displayed creation date can differ depending on the ticket view.</p><ul>
<li data-list-item-id="ee58815d7af6ddce7b55cadcb24714606">In the conversations view, the creation date reflects when the email was originally received.</li>
<li data-list-item-id="e211849bb7972e784e623d19f01f31e8f">In the <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates#topic_wgg_hwn_scb" target="_blank" rel="noopener noreferrer">events view</a>, the creation date reflects when you recover the suspended email and convert it into a ticket.</li>
<li data-list-item-id="e12ec337ddd2b7490c7488daae44d3b00">In the <a href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_audits/" target="_blank" rel="noopener noreferrer">ticket audit</a>, the creation date reflects when you recover the suspended email and convert it into a ticket.</li>
</ul><h3 id="h_01J1TQRR5YXH46P58B0A14BJ47">An active service incident is impacting email delivery or ticket creation</h3><p>On rare occasions a service incident can prevent the creation of tickets through email. Check for an active service incident on Zendesk's <a href="https://status.zendesk.com/" target="_blank" rel="noopener noreferrer">status page</a> for emails not creating tickets.</p><h3 id="h_01J1TRX6X9T4PQQ600AHJX1YKM">You use Gmail and your connection from Google to Zendesk was interrupted</h3><p>If you use the Gmail connector and do not see emails creating tickets, check the status of your <a href="https://support.zendesk.com/hc/en-us/articles/5279521301914-Managing-your-support-addresses" target="_blank" rel="noopener noreferrer">support address</a>. Sometimes a disconnection can occur if you update your Gmail password.</p><p>To resolve this issue, <a href="https://support.zendesk.com/hc/en-us/articles/4408833556634-How-can-I-reconnect-a-support-address-through-the-Gmail-connector-in-Zendesk" target="_blank" rel="noopener noreferrer">reconnect</a> Gmail to your support addresses and resend any missing emails as needed.</p><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408834888730" target="_blank" rel="noopener noreferrer">Troubleshooting email deliverability</a>.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KXEE51AZPYSPFKSCM2WC26PF">What is the suspended tickets queue? Why do emails go to the suspended tickets queue? Why do bulk emails fail to create tickets?</h2>
<p>The <strong>Suspended tickets queue</strong> holds emails when ticket creation fails. This suspension occurs when you send bulk emails to create tickets instead of using the <strong>API</strong> to connect to other apps or channels framework.</p>

<h2 id="h_01KXEE51AZ6M70JBEPZHT1850Y">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?</h2>
<p>Yes, the displayed creation date varies by your ticket view when you recover an email from the <strong>Suspended tickets queue</strong>. In the <strong>Conversations view</strong>, the creation date reflects when you received the email. In the <strong>Events view</strong>, the creation date reflects when you recover the suspended email and convert it into a ticket. In the <strong>Ticket audit</strong>, the creation date reflects when you recover the suspended email and convert it into a ticket.</p>

<h2 id="h_01KXEE51AZ7B0S3HX80KDA1FHG">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?</h2>
<p>Yes, an update to your Gmail password disconnects the <strong>Gmail connector</strong> and prevents ticket creation. Check the status of your <strong>Support address</strong> if emails do not create tickets in your ticketing system or help desk. To resolve this issue, complete these steps:</p>
<ol>
<li>Reconnect Gmail to your <strong>Support addresses</strong>.</li>
<li>Resend any missing emails as you need.</li>
</ol>
<p>See <strong>Troubleshooting email deliverability</strong> for more information.</p>

<h2 id="h_01KXEE51AZEHKP6Z5GGKWA54NM">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?</h2>
<p>Yes, on rare occasions an active service incident prevents email ticket creation. Check <strong>Zendesk's status page</strong> for an active service incident if emails do not create tickets in your ticketing system or help desk.</p>
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