When we create tickets in Zendesk, some of them are not sent out. What can be the reason for that?
When you create a new ticket in your Zendesk and submit it as solved, the default trigger Notify requester of received request that is responsible for sending out tickets won't fire, and the ticket won't be send out to the requester. For more information on this, see About the Support default triggers.
In order to make the default trigger to fire, the ticket will need to meet the conditions:
Ticket > Is > Created
Status > Is not > Solved
This means that when you create a ticket, you will need to submit it with a status different to solved.
If you still want to send out tickets submitted with the status solved, you will need to modify the trigger by going to Admin icon () > Business rules > Triggers and change the status condition to closed:
Status > Is not > Closed