Why are my proactive tickets not getting sent to my clients?

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13 Comments

  • Gaetano Antonacci
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    HI there, I am trying to follow these instructions however, in our account, "current user is (agent)" is not there. The only ones available are Status, Assignee, Requester, Ticket, Privacy and Comment. Thanks for your help

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  • Brett - Community Manager
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    Hi Gaetano,

    The Current User option should show up if you scroll down when selecting the drop-down option. If you don't see this would you be able to provide is with a screenshot of what exactly you see on your end?

    Thanks in advance!

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  • Gaetano Antonacci
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    Thank you Brett.

    I've attached the screen shot as requested.

     

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  • Brett - Community Manager
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    Hi Gaetano,

    Can you confirm what plan level you're on? Customizable triggers is only available on the Team, Professional, and Enterprise plans. It's possible you're on the *Essential plan which doesn't have access to this functionality.

    Let me know!

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  • Gaetano Antonacci
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    HI Brett, yes we are on Essential plan, though I would have thought that for such essential settings one didn't need to be on an upgraded plan. In the end, we are just trying to have the basic communication with our customers set up correctly and that's what Zendesk is supposed to be about, first and foremost.

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  • Brett - Community Manager
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    Hi Gaetano,

    The Essential plan includes the Default Triggers which will allow for you to communicate back and forth with your customers. However, if you want to create custom triggers to help automate some of your processes then you would need to be on at least the Team plan to do so.

    I would recommend taking a look at our Plan Comparison Page to get a better understanding of what's included on your existing plan.

    Let me know if you have any other questions!

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  • Anna Svensson
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    Hello,

     

    We are also having issues sending outbound tickets to end users. Could you please assist asap?

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  • Nicole - Community Manager
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    Hi Anna,

    Can you tell us more about your situation? i.e. plan type, whether you've adjusted the triggers as suggested in the article above, what the issue you're having with outbound tickets is, etc.?

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  • Ashley Waterstradt
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    Wanted to let you know that {{ticket.comments_formatted}} is not an option on our end. We got the desired effect by using {{ticket.description}}. You may want to update this particular article! :) 

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  • Devan - Community Manager
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    Hello Ashley,

    Appreciate you sharing your tip with us and glad you were able to find a solution to this issue, and we'll be sure to update our article for future use.

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  • Ahsan Omer
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    Hi,

    We are also facing a similar issue. When we are sending a new email (public reply) to the customers, they are not receiving it. Either we submit the new ticket as Open or Pending, in any case, they are not being notified about the message we sent them. We are on a regular support plan.

    Our customers have already missed too many of our emails until we found out about the issue today. Please help us in resolving this ASAP.

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  • Madison Davis
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    Hey Ahsan! Sorry to hear this is happening. It sounds like perhaps you're missing a trigger to notify your end users of proactively-created tickets. We recently added a default trigger for just this - I'd recommend making a version of Notify requester of new proactive ticket as outlined in this article! The default Notify requester of received request trigger doesn't work on proactive tickets, and the default Notify requester of comment update ticket doesn't work on brand new tickets! Let us know if that doesn't do the trick. 

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  • Ahsan Omer
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    Madison,

    Yes, it worked. Thanks a lot for the help. Additionally, I had to add a condition in another trigger "Notify requester of received request" that current user is not agent, as 2 triggers were being sent with the new ticket. Anyways, thanks for the help.

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