Agent Phanes sent you a real response — that’s not an auto-response.
If you have questions or concerns of any king, please update your ticket. Those comments will be read, again, by an agent who will give them the attention they require.
I updated my ticket three times via email before I hit the forums. The first reply was to the auto-reply (to confirm the email address works) and twice to Phanes’ single response. The auto-reply stated that would update the ticket. Is that not true? If you looked into my ticket 429032 and don’t see ANY of my email updates, that’s a problem and it’s why I’m frustrated at your lack of response and resorted to the forums.
I’m not getting any auto-reply confirming receipt of my replies and subsequent update of the ticket, but then maybe you don’t send auto-replies for that. I don’t get any reject errors on the email, too (your side is accepting them).
I can’t respond via your ticket system. There’s no option to do that on your website or that option is only displayed when logged in, which is a chicken v. egg problem (the ticket is about being unable to login on that account).
If replies have particular formatting constraints before they’re treated as updates, I would have hoped those were stated in the email. If my ticket has truly has nothing but my first post via your web-support form, it could be that plain text (non-MIME) emails that include the full body of your emails in standard quoted reply format after my reply text aren’t what you’re expecting.
I’ll try some alternative reply formats to see if those work or you can explain here what your ticket system requires from an email in order to update a ticket. If none of the above work, the only recourse seems to be a new ticket for every reply, which I’d guess to be as onerous for your support staff as for me.
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BTW, on a different topic, you should ask Zendesk to put DKIM signatures in your outgoing email headers. It might help avoid having them punted to spam folders and will definitely make phishing via a zendesk masquerade non-trivial. IMHO, any professional service should have done that as a matter of course (your mailgun.org mails have them). Rather embarrassing to Zendesk that they’re missing.
