I'm adding public comments to tickets, but my end users aren't receiving the notifications. Why?
In Zendesk Support, emails are sent via triggers. If notification triggers are deactivated, ticket updates will not send an email to the end user.
Steps to resolve
- Navigate to Admin () > Business Rules > Triggers and make sure the Active tab is selected
- By default, the trigger responsible for sending your replies is called Notify requester of comment update. If you find it in the Inactive tab, reactivate it by click the three dot icon to the right of the trigger, then clicking Activate:
- If this trigger is already activated in your account, click the three dot icon next to it and select Edit. Make sure that the trigger's conditions and actions match the default settings:
- If an agent creates a ticket in Support on behalf of an end user, the first comment is sent via the trigger Notify requester of new proactive ticket. Make sure this trigger is also active and matches the default conditions and actions as described in steps 2-3.
- If the trigger's conditions and actions match those shown above, find a ticket example. In the ticket, open the event log by clicking Conversations under the comment box, then select Events.
In the event log, look for a recent public comment that should have been sent to the requester to see if an email notification action was taken. If an email was sent, the log will show an email notification line item:
- If an email notification shows in the event log, but your user did not receive it, it is likely that the email was sent but caught in the the end user's spam filter. In some cases, an end user's webmaster might filter out certain types of email and lead to possible rejection. In this case, please collect the example ticket's ID and contact the Zendesk support team for further investigation.