There are a few possible causes for customers not receiving messages. Here's the order we usually approach these with when helping to troubleshoot this issue. This article refers to Triggers, but the same steps would apply to troubleshooting Automations:
The most important question when troubleshooting this issue is "Did Zendesk attempt to send a message to this user?" If you find an example ticket where customers don't seem to be receiving messages, this is relatively easy to see in the Ticket Events (see Viewing all events of a ticket). Within the ticket itself, you should be able to switch from Conversations to Events with the drop-down shown here:
Once you're on events view, scroll to the comment update that should have notified the customer, and look for a notification event like this:
This indicates that Zendesk attempted to send a message to this customer. If you see a notification event but the customer did not receive it, encourage them to check their Spam folder and/or contact their mail administrators to see if something is held up in a queue somewhere. Our support team should also be able to assist in gathering message-tracking information for recent messages if those mail administrators would like a message-ID and timestamp.
If you aren't seeing a notification event, it may be due to one of the following reasons.
Zendesk only attempts to send emails to customers who have an email address. Check the profile of the user in question to ensure that their email address hasn't been removed or modified - that it's the same address at which they're expecting the message.
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.
If your end-users aren't receiving any of your comment updates on tickets, be sure to double check that your default triggers aren't disabled! This post talks about your default triggers and why they are important.
Click the Admin icon ( ) in the sidebar then go to Business Rules > Triggers:
This means that each time you change the status, your reply is not sent to the requester. There are three default triggers that notify customers of updates to their ticket:
- Notify requester of received request: will automatically notify an end-user as soon as their request has been turned into a ticket within your Zendesk.
- Notify requester of a comment update: will update your end-user when a public comment has been posted to their ticket.
- Notify requester of solved request: will alert your end-user that their ticket has been solved and invites the end-user to update the ticket with further information if needed. I would recommend turning these all back on!
If there was an active trigger (see above) at the time of this update that you expected to fire, look at the conditions of that trigger.
One area that can lead to confusion is the condition "Ticket is updated". This condition does not take place at the time of ticket-creation. If you'd like a trigger to fire at that time as well, you'll need to include the condition "Ticket is created".
Be sure that conditions are in the correct part of the trigger, placing them into the "Meet ANY of the following conditions" section will be far more lenient than the "Meet ALL" section. This can be both good and bad, so plan your triggers accordingly.
If it looks like the current trigger conditions should have applied to the ticket update in question, is it possible that those conditions have changed? At the top of the trigger-editing page should be a timestamp indicating when this trigger was last updated. If that timestamp is more recent than the update to the ticket, it's possible that the conditions were different at the time the ticket update was made.