Plan requirement
| Subscription | Any plan |
| Access | Admin |
A mismatch between the sending and reply addresses stops agents replying. The cause is usually a forwarding rule.
Symptoms
- Agents cannot reply to certain tickets.
- Tickets arrive with your own address as the requester.
- Replies go to the wrong person, often a colleague rather than the customer.
What is happening
Zendesk works out who a ticket is from and where a reply should go. When a message has been rewritten in transit, those two disagree, and Zendesk restricts what agents can do rather than sending a reply to the wrong place.
Resolution steps
1. Check the forwarding
Some mail systems rewrite the sender when forwarding, so the message appears to come from your own domain. That is the usual cause, and the fix is in the forwarding configuration rather than in Zendesk.
2. Look at how the ticket arrived
A ticket whose requester is your own support address was almost certainly forwarded by hand or rewritten. Changing the requester restores the agent's ability to reply.
3. Check for a group or alias in the path
Mail groups often rewrite addresses. Where a group is used as a support address, its own settings decide what the message looks like when it arrives.
4. Restore agent abilities
Once the requester is correct, agents can reply normally. For a backlog of affected tickets, correcting the requester is the fix on each.
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