Tickets Reply Failure - Zoho Desk Knowledgebase

Why are customers not receiving my ticket replies?

There can be many different reasons why your customers are not receiving ticket replies sent from Zoho Desk. The most common causes are as follows:

  • The first step is to determine if Zoho Desk attempted to send a reply and was not able to. You can check this on the in-app Email Failure Alerts section under the Notifications panel. You can quickly resend a failed reply from here.

  • Your ticket replies are getting classified as spam in your customer email boxes. Unfortunately, this is not a server or hosting issue. It is just that the receiving host or email spam program is little aggressive. All you can do here is to send your customers a personal email message requesting them check their spam folder.

  • Another most common causes of failure are emails getting bounced. In the case of an email getting bounced, you'll receive a bounce message from the recipient’s mail server. This message gets added to the existing ticket.

If you need further assistance, please write to us at
support@zohodesk.com. Our team can share message-tracking information for failed emails if your customers would need the message-ID and timestamp.

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