Emails not forwarding from Office 365 to Zendesk

Hi Jane,

Thanks for letting us know about the issue you’re having. The best way for our team to help you is to send an email at [email protected]. One of our agents will follow-up with you shortly!

Thanks,
Julie
Product Marketing Manager @ Zendesk

Hi Julie – Thanks for your reply! I did send one email to [email protected] and I think we received a reply that we didn’t qualify for Support. We are willing to pay for someone to help us solve this problem as we aren’t able to use ZenDesk the way we would like to at the moment. I have a few emails that made it into ZenDesk that weren’t able to be processed that were automatically sent to ZenDesk to process. I will attach one of these to my message to Support. Hoping for a solution soon!

It turns out that we qualified for support from ZenDesk in this case as the issue we were having was considered a bug/limitation in the way ZenDesk was handling the messages originating from Contact Form 7. The ZenDesk support rep pinpointed the source of our problem immediately and offered a solution/workaround. I will post it here in case it will be helpful to others.

The “Message Body” template that we had was:

Name: [Name]
Email: [Email]
Phone: [Phone]
Company: [Company]
Website: [Website]

Subject: [Subject]

Message Body:

[Message]

—

The ZenDesk rep said that with the current code that parses the Contact Form 7 messages that the colons “:” in our template were causing the messages to be flagged as invalid and put in the Suspended state. He suggested that we replace the colon with another character such as a dash “-“. I did this, resulting in the following template and our problem was solved. The messages made there way into ZenDesk and were considered valid.

From – [Name]
Email – [Email]
Phone – [Phone]
Company – [Company]
Website – [Website]

Subject – [Subject]

Message Body –

[Message]

Hi Jane,

I’m glad the Support team was able to help. Thanks for sharing this useful tip with other users!

Julie

Thanks, Julie, for encouraging me to contact ZenDesk Support!

And typo in my previous post. “there way” should have been “their way”

We are happy campers now.