My customers are receiving blank emails from ticket updates

Issue symptoms

Agents make updates to tickets that do not include a public comment. However, customers still receive an email notification that informs them the ticket is updated. How do I turn off blank email notifications for customers or agents?

Resolution steps

This email notification indicates that at least one trigger is configured to send an email notification to customers from a ticket update. However, the trigger does not check if a public comment is present.

Locate this trigger by search for the Email notification event in the events of the ticket. For directions, see How to tell if Zendesk Support is sending email notifications to customers. The event includes a link to the trigger that generated the email notification.

To limit the trigger to fire only when a comment is present:

Add this condition to the Meet ALL of the following conditions section: Object > Ticket > Comment | Is | Present, and requester can see the comment

Note: If an agent includes a public comment and the email notification sent to the customer is still blank, the trigger can miss a placeholder within the Email body under Actions. Placeholders such as {{ticket.comments_formatted}} are necessary to include a new comment within an email notification. For more information, see Using placeholders.