Testing your email setup

You can test your Support email addresses to ensure incoming and outgoing email messages and email notifications are working as expected.


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Summary: ◀▼

Test your support email setup by sending a message from an external account to confirm incoming tickets are created and default notifications are sent, then reply publicly to check outgoing email delivery. If messages don’t arrive, check spam filters, suspended tickets, the email address, and whether standard triggers and default notifications are active.




You can test your Support email addresses to ensure incoming and outgoing email messages
and email notifications are working as expected.
For the test to work correctly, make sure you haven’t disabled any of the standard Support triggers included in your account. Triggers
deliver email notifications of ticket updates. If you deactivate email notification
triggers, Zendesk won’t send email notifications about ticket activity.
This article includes the following sections:
Testing your incoming email
Troubleshooting tips for incoming email
Testing your outgoing email
Troubleshooting tips for outgoing email




Testing your incoming email

Now that you have set up support addresses for your Zendesk account, test them to
make sure they are working correctly.
To test your incoming email

Send a test email message from an external email account that's not associated
with your agent profile or Zendesk. Send the message to your new Support
address (support@yoursubdomain.zendesk.com), or any email address you've added.
Include an email subject and a short description.

Open the standard unassigned tickets view in your
Zendesk account and check if a ticket was created based on the original
email.
Make sure a default email notification was sent back to the original email
address.




Troubleshooting tips for incoming email

If you don’t see a ticket created from the message, check the following:

If you’re testing a new external support address, make sure the message wasn’t
caught in your company’s spam filter.
Check the Suspended tickets view to see if the
email was suspended.
Verify that the Support email address is correct in the original message.
Send another email.

Helpful troubleshooting articles include:

I am not receiving notifications of incoming
tickets.
Customer emails don’t show up in
Zendesk
Why do I receive the error "DNS records are
not set up correctly"?
Why is my Support address not
verified?

If the problem persists, contact Zendesk Customer Support.



Testing your outgoing email

After you test your incoming email, you can test your outgoing email.
To test your outgoing email

Open the ticket that was created by your incoming email test.
Add a public reply to the ticket and
Submit your changes. Ticket comments can include public replies
(seen by everyone on the ticket) or internal notes (seen by agents and
admins only).

Make sure your reply was sent back to the original email account.




Troubleshooting tips for outgoing email

If you don’t see the reply you sent, check the following:
Make sure the message wasn’t caught in the spam filter of your external
email account.
Verify that you added a public reply, not an internal note.
Verify that the default notifications are active on your account.
Enter another reply in the ticket.


Helpful troubleshooting articles include:
A complete guide to understanding email in Zendesk - Part 4:
Common email channel problems
Which support address are email replies
sent from?
How can I stop my emails from going into
my customer's spam folder?
Common issues with email
deliverability


If the problem persists, contact Zendesk Customer Support.




Article Q&A

Click to view


How do I test whether my Zendesk support email address is receiving incoming messages correctly?
Send a test email from an external email account that is not associated with your agent profile or Zendesk to your support address or any added support email address. Then check the Unassigned tickets view to confirm a ticket was created and verify that a default email notification was sent back to the original sender.
Why didn’t my test email create a ticket in Zendesk?
If your test email did not create a ticket, check whether the message was blocked by your company’s spam filter, review the Suspended tickets view to see if the email was suspended, confirm that the support email address was entered correctly, and try sending another test email. If the issue continues, review related email troubleshooting articles or contact Zendesk Customer Support.
How do I test whether Zendesk can send outgoing email replies and notifications?
Open the ticket created during your incoming email test, add a public reply, and submit the ticket. Then confirm that the reply was delivered to the original external email account. Use a public reply rather than an internal note so the message is sent externally.
Why isn’t my Zendesk email reply being delivered to the customer or test inbox?
If your outgoing reply is not delivered, check whether it was caught by the recipient inbox spam filter, make sure you added a public reply instead of an internal note, verify that the default email notification triggers are still active, and try sending another reply. Zendesk will not send expected email notifications if standard Support triggers have been disabled.


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