Introduction
If your Zendesk tickets are not routing correctly, this guide can help you identify common causes and fix them. Routing issues can happen when emails are sent to the wrong address, view permissions prevent tickets from appearing, or routing rules send tickets to the wrong group or agent.
Issue description
This article covers common Zendesk ticket routing problems, including missing emails or tickets, incorrect ticket assignments, and tickets not appearing in the expected views. It also explains how email address configuration and routing settings can affect ticket delivery and visibility.
Signs
Emails are not creating tickets in Zendesk.
Tickets are assigned to the wrong group or agent.
Tickets do not appear in the views you expect.
Routing behavior changes after a configuration update.
Basic troubleshooting steps
Use the checklist below to rule out the most common causes of routing problems.
Confirm that the correct email address is being used for routing.
Verify that the ticket was sent to a supported Zendesk support address.
Check that your view permissions allow you to see the relevant tickets.
Review whether any triggers, automations, or routing rules are changing assignment.
Confirm that the correct group and agent assignment settings are in place.
Advanced troubleshooting steps
Step 1: Check email address configuration
Make sure the email address used for ticket routing is configured correctly in Zendesk. If the address is incorrect, update it and test again by sending a new email to that address.
Step 2: Review routing settings
If tickets are being assigned to the wrong group or agent, adjust the routing settings accordingly. Review any rules that determine how tickets are assigned and confirm they match your intended workflow.
Step 3: Verify view permissions
If tickets exist but are not visible, check your view permissions. Limited permissions may prevent certain tickets from appearing in your views even when they have been created successfully.
Step 4: Test with a new ticket
Send a test email and confirm whether the ticket is created, assigned, and displayed correctly. This helps determine whether the issue affects all routing or only specific tickets.
Contact support
If the issue persists after checking your routing configuration and permissions, contact support for further investigation. Please include screenshots of the problem, along with any relevant details about the affected email address, group, or agent assignment.
Additional resources
For more help, review related Zendesk articles on ticket routing, views, triggers, and agent permissions. You can also share logs or screenshots with your support team to speed up troubleshooting.
Conclusion
Most Zendesk routing issues can be resolved by confirming the correct email address, checking routing rules, and verifying view permissions. If the problem continues, gather screenshots and escalate the issue for deeper investigation.
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