Customers are not receiving emails

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10 Comments

  • Lisa Nanoff

    Hi Zac,

    Thanks for the article!

    I have a couple of questions if you don't mind :) We have users that don't seems to be receiving out messages. The first instance is the following:

    A user sends us a letter by post or to a different department. We create a ticket in Zendesk addressing their request, but the user never receives our email. 

     

    We have a "Notify requester of received request" trigger in place. 

    When testing out this email process this is what happens:

    - ticket created by agent and sent to end user (different than current user)

    - ticket body includes agent reply

    - "Automatic Request received " email is triggered, sent out and received immediately to end user

    - End user does not receive the agent reply

    - agent sends second reply in the same ticket

    - email is received by end user which includes both the original agent reply and the second reply - both with respective time stamps. 

     

    Would you have any insight as to why the first agent reply never makes it to the end user? 

    Thanks for your time!

     

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  • Richard Dawson

    Similar symptoms but requester was getting the public reply and it stopped sometime after January 13,2019

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  • Brett Bowser
    Zendesk Community Team

    Hey Richard,

    It's possible that another admin on the account disabled the Notify requester of comment update trigger under Admin>Business Rules>Triggers. Can you confirm that this trigger is enabled on your end?

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  • Donald Cornel

    Hi,

    I have related issue and upon checking, the trigger Notify requester and CCs of comment update was deactivated.

    But my question is, will this covers also the manually triggered reply by an agent but the customer did not get the email reply?

    Other email notifications via trigger were working good since then.

    Thank you.

    Donald

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  • Ricardo
    Zendesk Community Team

    Hello, Donald!

    I am not entirely sure I understood exactly your issue but let me try to help you!

    Are you referring to tickets created on behalf of your customers by agents? If that's so, the trigger that covers those situations is the Notify requester of new proactive ticket (check step 2 of the guide). 

    If the ticket already exists, all the subsequent notifications should be handled by Notify requester and CCs of comment update. If no messages are being sent to your customers, have you checked the events of a ticket with that issue?

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  • Donald Cornel

    Hi Ricardo

    The ticket is already exist, and my question actually is that when an agent push a public reply manually from the Support it did not deliver successfully to the end-user.

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  • Ricardo
    Zendesk Community Team

    Hello, Donald Cornel

    I created a ticket for further troubleshooting. I will reply soon! Thanks

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  • Donald Cornel

    Appreciate it! Thanks Ricardo

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  • Ricardo
    Zendesk Community Team

    Hello Matthew Bradbury. Thanks for your question. There are three default triggers that send messages to customers:

    This should cover all the basic scenarios. What happens sometimes is that users change or deactivate triggers making them not send messages to their customers. And that is what this article is trying to cover.

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  • Tasha

    Hello, my question is similar. We are getting reports of customers not receiving our emails but this is happening when we create NEW tickets, not responding to existing tickets. This seems to be intermittent but is happening more frequently than it used to. Any ideas what may cause this?

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