Why are my customers not receiving my replies?

Question

Why are my public comments not being sent to end-users?

Answer

In Zendesk Support, emails are sent via triggers and unlike a traditional e-mail system, if all triggers are deactivated simply clicking Submit as (status) does not send a notification to the end user.

By default, the trigger responsible for sending your replies is called Notify requester of comment update. Make sure that this trigger is active in your account by going to Admin () > Business Rules > Triggers and checking the Active tab. If you find it in the Inactive tab, reactivate it like this:

If however, this trigger is correctly active in your account, contact the Zendesk support team with more information and ticket examples to help us investigate further on this issue.

If a public comment is triggered but not received by the requester, other causes could include the end user's spam filter, or if they have a web administrator that is filtering out specific emails - that could result in outright rejection.

If you create a ticket directly from your Zendesk Support interface on behalf of an end user, your first comment is sent via the trigger Notify requester of received request. Make sure this trigger is also active. For more information, see Why are my proactive tickets not getting sent to my clients?.

Tip: For testing purposes, we suggest you use a different email address from the one you use to login in the account. In the trigger Notify requester of comment update, for example, the condition Requester | Is not | (current user) prevents the trigger from firing if the requester's email address is the same used by the agent.