Troubleshooting email notifications Follow

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13 comments

  • Avatar
    Joel Munson

    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.

  • Avatar
    Jessie - Community Manager

    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!

  • Avatar
    Joel Munson

    Sure does. Thanks!

  • Avatar
    Mwaldrop86

    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?

  • Avatar
    Jessie - Community Manager

    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!

  • Avatar
    AaronD

    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.

  • Avatar
    Nicole - Community Manager

    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!

  • Avatar
    AaronD (Edited )

    Thanks Nicole :)

  • Avatar
    Matic Magister

    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.

  • Avatar
    Jessie - Community Manager

     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?

  • Avatar
    Dennis Lynn

    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!

  • Avatar
    Matic Magister

    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.

  • Avatar
    Ryan Winkler

    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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