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

Question

When I create a ticket on behalf of my client, with a public comment, and submit the ticket to Solved the recipient is not receiving the email. How can I solve that?

Answer 

If an agent creates a ticket on behalf of the end-user and submits the ticket to solved with the first public comment there is no default trigger that notifies the requester with the public comment.

In this case, you need to create a new trigger to make sure the message is sent.

Example Trigger:

1. On the Triggers page, click Add trigger.
2. Enter a title for your trigger.
3. Add the conditions and actions for your trigger, see an example of conditions/actions below:
   
   
4. Click Create trigger.

For your convenience, here's an example in text in case it helps.

Email Subject:

{{ticket.title}}

Email Body: 

The ticket was created on your behalf.

{{ticket.comments_formatted}}

To add additional comments, reply to this email.

Your new trigger is added to the end of the list of triggers. You can reorder the list of triggers. 

Note: This is one possible reason for issues with ticket creation while using the default triggers. If you checked the ticket events and you see that the trigger fired but the messages weren't still received by the requester, contact the Zendesk support team for further investigation.