Customers are not receiving emails

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15 Comments

  • Ben Van Iten
    Zendesk Community Team

    Hi Tasha,

    Since there is often a different trigger in place to send messages when a new inquiry is opened, vs. a comment on an existing trigger, that is usually where we'd start with troubleshooting.

    Are you able to review the ticket events on one of the examples and verify that the trigger fired on some of the tickets in question?

    Thank you!

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  • Donald Cornel

    Appreciate it! Thanks Ricardo

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  • Charles Clark

    Hi Team, 

    Is there any reason why our clients would sporadically not be receiving public replies from agents? It's happened a couple of times where one response was received and then a follow up a day or so later is not, but the subsequent one is and so on. Have checked with a couple of clients and nothing is landing in junk/spam so it doesn't appear to be reputational/deliverability related. I'm a bit stumped tbh.

    The triggers appear to be set up correctly (at least they work approx 90% of the time), and no changes have been made to the SPF DKIM records on our domain,

    Triggers look like this: 

    Let me know if you need any more info! 

     

     

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  • Ben Van Iten
    Zendesk Community Team

    Hi Tasha,

    In that case then the issue doesn't seem related to email, and is actually related to the fact that there isn't a trigger in place that meets the conditions to fire when you create a new ticket. I would start by checking your inactive triggers to make sure there wasn't one that was deactivated that did this previously.

    Otherwise, if you made a new trigger that had these conditions:

    Ticket is Created
    Status is less than closed
    Current user is agent

    (It might be needed to add other conditions per your workflow, but that's he basics you'd need)

    Then for the actions you could email the end-user the ticket comments much like you would on your other customer facing tickets.

    Please let us know if you have any further questions!

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  • 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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  • 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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  • 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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  • 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 Cornel

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

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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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  • Tasha

    Thanks Zac, yes I can view the events and there don't appear to be any triggers:

     

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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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  • Brett Bowser
    Zendesk Community Team

    Hey Charles,

    The ticket hasn't been set to solved after it's been updated with a comment correct? That's the only condition that stands out in the trigger you've shown so I'm wondering if that's the issue. Also, you may want to check the events of the ticket to see if the trigger did indeed fire when the comment was posted.

    Keep us posted!

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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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