Question
I receive customer emails but customers don't receive our replies. I add public comments on tickets, but the end users don't receive the notifications we send. How can I solve this issue?
Answer
This issue can be related to your initial email setup. Click on the button below to go through our in-product guide for further assistance, or navigate through the troubleshooting steps in this article.
In Zendesk, email responses are sent through triggers. When 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.
In Zendesk, emails are sent through triggers. When triggers that send notifications are deactivated, ticket updates don't send an email to the customer. To learn more about how to address this problem, see this video.
By default, the triggers responsible for sending replies to end users are the Notify requester and CCs of comment update and Notify requester of new proactive ticket triggers. Both triggers must appear on the Active tab of the triggers page.
If you need to reactivate a trigger, see the article: Activating a trigger.
Admins can modify triggers, which can cause them to stop working as intended. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and make sure it matches the default conditions.
The trigger Notify requester and CCs of comment update should be set as follows
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Meet ALL of the following conditions
- Ticket > Ticket | Is | Updated
- Ticket > Comment | Is | Public
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Actions
- Notify by > Email user | (requester and CCs)
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Meet ALL of the following conditions
- Ticket > Ticket | Is | Created
- Ticket > Privacy | Is | Ticket has public comments
- Ticket details > Current user | Is | (agent)
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Actions
- Notify by > Email user | (requester and CCs)
Ensure that the body of your email contains placeholders. Without a placeholder, the content of your message will not be sent.
To understand if a trigger sent an email notification in a ticket, view the events of that ticket. Locate the public comment not sent to the customer and look for the property Email notification.
See the video below for information on how to view the events of a ticket.
For more information, see the article: How can I troubleshoot my triggers?
If the customer still claims that they didn't 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 or their email client might filter out certain types of emails and lead to rejection.
Otherwise, collect the example IDs of the ticket and contact Zendesk Customer Support for further help.
For more information, see these articles: