Are you unsure if your Support account is emailing your end users updates to their tickets? This article will outline a couple of troubleshooting steps to check this functionality.
You will need admin permission to check triggers' active or deactivated statuses. Otherwise, any agent will be able to check whether triggers fired on a specific existing ticket.
- Start by making sure your triggers are activated:
- The default triggers whose titles begin with Notify requester of... are triggers that fire communication to your end users. These triggers need to be active to fire!
- If you've customized your triggers, you will want to check any that are intended to send notifications to end users to ensure that tickets meet these conditions. You will also want to ensure that your triggers contain the correct placeholders, to pull in ticket data.
- Next, check a recent ticket:
- Under the comment box, click the button that says Conversations and in the dropdown, select Events (see Viewing all events of a ticket).
- Look for a recent update from one of your agents. Email notifications are represented in the audit trail by the heading Email notification, followed by an ID number. (You can click the ID next to a notification to view the trigger the email notification)
- If the Email notification event does not exist in the audit trail, an email notification was not sent.
It may be a good idea to have your end users check their spam or junk folders for email notifications as well. If you find that an end user is still not receiving email notifications after checking these steps, please submit a ticket to email@example.com for further investigation.