Why are my public comments not being sent to end-users?
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 us at firstname.lastname@example.org 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?.