Symtoms:
- Emails are received in the support gmail inboxes (support@travala.com, concierge@travala.com etc)
- These emails are not received in Zendesk and ticket are not created, or they are created after a long time delay
- The ticket creation timestamp does not match the timestamp from the email which created the ticket
There are several potential causes for delayed or failed ticket creation from email. Check below for the possible causes and how to resolve them.
Reason 1: Email has been suspended
Check the suspended ticket views in Zendesk.
There are several causes of ticket suspension which can impact the ability for an email to create a ticket in Zendesk.
Reason 2: Zendesk service incident is impacting delivery of emails
Check for an active service incident on Zendesk's status page. If there is a current incident, we just need to monitor the status updates until it's fixed by Zendesk.
We can also check for any service degradation on our domain by vising https://status.zendesk.com/?subdomain=travala
Reason 3: Network connectivity or computer issues
If the issue cannot be attributed to the above reasons, the issue could be a poor network connection.
Check with other team members (especially those located in a different country or city) if they are also experiencing same isues with tickets creation delay and visibility in Zendesk. If they are not, the issue could be isolated to your device.
- Close any extra tabs, background programs, apps, or anything else that could be interfering with loading times or hogging bandwidth
- Check your internet speed by running a speed test
- Reset your router and modem
- Clear your browser cookies and cache
- Log out and log back into Zendesk
Reason 4: Google connector is interrupted
Zendesk uses Google connector to download emails from our support inboxes. Sometimes, a disconnection can occur, resulting in emails not getting imported into Zendesk.
Only a Zendesk Admin can check if a disconnection has occured and resolve this issue by reconnecting Gmail to the support addresses. For more help on how to reconnect Gmail, see Turning on Automatic Ticket Creation.
Once reconnected, missing emails need to be resent. We can follow this article on how to forward emails to Zendesk: https://help.travala.com/hc/en-us/articles/900006879263-How-to-Forward-gmail-SPAM-to-Zendesk
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If none of the above works, you will need to ask a Zendesk Admin to contact Zendesk support directly to investigate further.