End User Not Receiving Tickets Manually Added By AgentsBeantwortet
We seem to have an issue where tickets added manually by agents to contact a customer (using the Add feature in the top left) are not received by the end user when sent. Or, they receive an email to login to ZD, which we do not want, nor do they need.
The requester email is being properly added and the ticket appears to have been sent, but the user, in most cases, never receives is.
Is there a setting I am missing to resolve this issue?
I would check your triggers set up to make sure that the conditions are being met that should send the email notification.
I know this can sometimes happen if an agent creates the ticket and immediately marks it as solved instead of open.
I'd recommend taking a look at this article as well: Customers are not receiving emails (Video)
Let me know if you continue to experience issues!
We have this issue as well.
Did you get a chance to check out the resources shared in my previous response? If that didn't help, I'd recommend chatting in with our Customer Care team as mentioned here: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support
Let me know!
Brett Bowser We're running into the same issue and I've checked all of our triggers, and see no issues. I also have every single verification, DNS records, DKIM, etc. you can think of. Any other recommendations? I contacted your Support team and they don't have any leads either.
I checked on your ticket and it looks like our Customer Care team was able to determine from our logs that the emails were indeed sent out to the customers in your ticket. So this doesn't appear to be an issue with any configuration in your account and most likely has to do with some filtering options or email settings on your customers side.
If you haven't done so yet, I'd recommend having your customer check their spam folder or confirm with their email provider that there are no settings that are preventing these notifications from arriving. Sorry I couldn't be more help on my end!
We've asked end-users to check their spam folders, but we still receive occasional complaints about not receiving our notifications.
Hey Otter.ai, in this case the next best step would be to have them check on their email provider side to see if the issue lies there. I believe our agents sent some timestamps from their logs so that could help point them in the right direction and narrow down their search.
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