When we create tickets in Zendesk, some of them are not send 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.
In order to make the default trigger to fire, the ticket will need to meet the conditions:
Ticket: Is created
Ticket: 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 > Business rules > Triggers and change the status condition to closed:
Ticket: Status is not closed
Note: This is a one possible reason for issues with ticket creation while using the default triggers. If you viewed the ticket events and you see that the trigger was fired on the tickets but the tickets haven't still arrived to the requester, please contact firstname.lastname@example.org and we will investigate the issue.