Why isn't an agent getting messages?

Dispute matches people by email, so the agent's email in Slack must be the same as their email in Zendesk.

Fix an email mismatch

1. Open Dispute's Home tab and click 👥 Team.
2. Look under Not getting messages. These agents have no Slack account with the same email.
3. Fix the email in Slack or in Zendesk so they match.
4. Click Check again.

Dispute also checks for new Zendesk agents every hour.

Also check

• They had a new negative rating. No new ratings, no message.
• It's past 4pm their time (their Slack time zone), unless the rating was urgent.
• The ticket isn't reopened. Dispute waits until it's solved again.
• They're a member of your Slack workspace.

Related articles

• When does Dispute message me?