Zendesk Emails Not Getting To Client
I'm going to work on fleshing out a course of action if Zendesk isn't working for communication. For now though:
1) Switch to using your Higher Logic email for ticket resolution. Notify your manager and team lead that you're needing to take client support away from ZD so everyone is aware.
2) Verify with client that ZD emails aren't just going to their spam folder.
3) Provide support through HL email. Once issue is resolved, create or update ZD ticket with summary of support provided (or just copy-paste) email correspondence.
Once resolved, reach out to client again and ask them to verify with their IT team that the following emails are set to be allowed (and not blocked out by a filter):
support@higherlogic.zendesk.com
Working on other things to check as well.