Troubleshooting email notifications

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17 Comments

  • Joel Munson
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    The problem with "Notify requester of a comment update" is that it sends a notification to the end user both when A) the end-user sends a new comment and B) when the agent sends a new comment.

    A) is very annoying and I don't want that to happen. How do I make it so that only B) happens?

    Thanks.

    1
  • Jessie Schutz
    Comment actions Permalink

    Hey Joel!

    You can fix this really easily by adding an additional condition to that Trigger. If you add Current user > is not > end-user that will ensure that the trigger will only fire when a comment has been added by an agent.

    Hope that helps!

    1
  • Joel Munson
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    Sure does. Thanks!

    0
  • Mwaldrop86
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    How do I get a customer to just be emailed the public comment that I left without them having to follow a link in their email?

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  • Jessie Schutz
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    Welcome to the Community, Mwaldrop!

    You need to make sure that you have the appropriate placeholder in your notification trigger so the comment will render in the email. Most people use ticket.latest_public_comment_formatted,  which will display the most recent public comment with any formatting that was used.

    You can find additional options in our placeholder reference document!

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  • AaronD
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    I just realized that an important ticket was never delivered because the new ticket, ie "Notify requester of received request" trigger was never fired. After much investigation I realized that it was because the ticket was set to solved at the beginning. I don't think that the condition "Status Is Not Solved" should not be included in the default "Notify requester of received request". This was a ticket the agent created in response to a request via another channel, ie phone call, paper and ink letter, etc.

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  • Nicole - Community Manager
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    Hey Aaron - 

    Thanks for the feedback. I encourage you to post your feedback in the Product Feedback topic in the Community, where our Product Managers can see it. Feedback posted on Tech Notes is not reviewed by the development teams. 

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

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  • AaronD
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    Thanks Nicole :)

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  • Matic Magister
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    Hey guys. I have a different kind of problem. Our customers receive our replies but when they reply to us, we don’t receive those replies. We do have correct triggers in place. Help would be appreciated.

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  • Jessie Schutz
    Comment actions Permalink

     Hi Matic! Welcome to the Community!

    Are all of your ticket replies not coming through, or only certain ones? Have you checked your suspended ticket queue?

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  • Dennis Lynn
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    As Jessie already suggested, it may be worth checking your suspended tickets view to see if maybe the replies are showing up there. Additionally, if your support address is set up outside of Zendesk, you may want to check the forwarding rule in place to ensure it is automatically forwarding messages from it to your initial Zendesk Support address. 

    I'm going to send you a followup ticket here in a few moments, Matic, so we can dig in to this together. I look forward to speaking with you soon!

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  • Matic Magister
    Comment actions Permalink

    Hey guys. 

    Thanks for the quick reply. Checked my suspended tickets and found only the ones that were suppose to be there. Jessie not a single reply comes to my zendesk. It's really frustrating because i now have Zendesk opened and the gmail account so i can check if customers reply to my emails. When i open my settings tab in my support gmail account i got these settings: http://prntscr.com/htyp5z

    When i was setting it up in Zendesk it started syncing emails automatically so i figured the replies would be coming in as well.

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  • Ryan
    Comment actions Permalink

    Hey Matic,


    Looking at your screenshot and not seeing a forwarding rule setup, I am going to assume you have the Google connector set up in its place -- Check to ensure your setup is still correct via Admin >> Channels >> Email. You may want to click the "reconnect" link found under the support address to ensure it's working correctly.

    If that is not the case, shoot us an email at support@zendesk.com so we can investigate further!

    Best of luck.

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  • CRSI IT Department
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    "If the user has multiple email addresses, Zendesk attempts to notify the Primary email address, regardless of the address the customer used when reaching out."

    Why would an agent want to reply to an address that is different than the one that was used to create the request in the first place?

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  • Brett - Community Manager
    Comment actions Permalink

    Hi there,

    The secondary email address on a user profile is used as another method for the user to log into your Help Center. If you'd like to instead contact the email address that's sending the request, you'll want to separate the email addresses into different user profiles.

    The purpose of having secondary email addresses is to keep all the relevant user data in one profile. More information in the following article: Secondary email notification in Support

    I do apologize for not being able to provide you with another alternative at this time.

    Let us know if you have any other questions!

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  • CRSI IT Department
    Comment actions Permalink

    Hi Brett,

    We indeed want to keep all relevant user data in one profile so having each address as it's own user would not be a viable workaround. I've put a post on the article you referenced in hopes that the product team will escalate this and provide a solution.

    Thank you!

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  • Brett - Community Manager
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    Thanks for taking the time to share your feedback :)

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