I receive customer emails but customers are not receiving our replies. I add public comments on tickets, but the end users do not receive the notifications we send. How can I solve this issue?
In Zendesk Support, emails are sent via triggers. If notification triggers are deactivated or misconfigured, ticket updates do not send an email to the customer. Follow the troubleshooting steps in this article to fix this issue.
- Active triggers
- Misconfigured conditions
- Proactive tickets
- View events
- Contact support
Check your triggers
Are the right triggers active?
In Zendesk Support, emails are sent through triggers. If triggers that send notifications are deactivated, ticket updates do not send an email to the customer.
To verify if a trigger is active
- Navigate to Admin () > Business Rules > Triggers and make sure the Active tab is selected.
- By default, the trigger responsible for sending replies to end users is the Notify requester and CCs of comment update trigger. If you find this trigger in the Inactive tab, hover your mouse over the trigger to display the options menu icon (), then click Activate.
For more information, see Managing triggers.
Check the conditions of the triggers
Are the conditions of the trigger preventing the emails from being sent?
Triggers can be changed by different users. Open your version of the Notify requester and CCs of comment update trigger and make sure it matches the default conditions.
Meet All of the following conditions
- Ticket | Is | Updated
- Comment | Is | Public
- Email user | (requester and CCs)
Are tickets created on behalf of the customer?
If an agent creates a ticket in Support on behalf of a customer, the trigger that sends the email to the customer is called Notify requester of new proactive ticket.
Verify if this trigger is also active and matches the default conditions and actions as described before.
Check the ticket events
Do you see an email notification in the events of your ticket?
To understand if a trigger sent an email notification in a ticket, view the events of that ticket. Locate the public comment that was not sent to the customer and look for the property Email notification.
Find below a video that shows you how to vide the events of a ticket.
For more information, see How can I troubleshoot my triggers?
Retrieve the ticket ID
What if the customer still says they didn't receive the notifications?
If the customer still claims they did not receive your notification, it is likely that the email was sent but caught in the customer's spam filter. In some cases, the user's webmaster might filter out certain types of emails and lead to rejection.
If that is the case, collect the example ticket's ID and contact the Zendesk support team for further help.
If you fixed the issue of emails not sent to customers, see How can I resend email notifications?
For further information about notifications and triggers, see the articles listed below.