Issue symptoms
I receive customer emails, but customers don't get my replies. I add public comments on tickets, but end users don't get any notification. How do I solve this?
Resolution steps
In accounts with the Zendesk Agent Workspace activated, you can view reasons for email delivery failure in the ticket. This helps you determine if the error is from the recipient's email server or from your account.
This issue might relate to your email setup. Select the button below to use the in-product guide for more help, or follow the steps in this article to troubleshoot the issue.
To troubleshoot this issue:
- Step 1: Check your triggers
- Step 2: Check the conditions of the triggers
- Step 3: Check the ticket events
- Step 4: Retrieve the ticket ID
Step 1: Check your triggers
In Zendesk Support, triggers send emails. If notification triggers are inactive, ticket updates don't send an email to the customer. To learn more about how to fix this, see the video below:
By default, the triggers responsible for replies to end users are the Notify requester and CCs of comment update and Notify requester of new proactive ticket triggers. Both triggers must appear as Active on your triggers page.
To reactivate a trigger, see Activating a trigger
Step 2: Check the conditions of the triggers
An admin can modify triggers, which can cause them to fail. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and ensure it matches the default conditions.
The trigger Notify requester and CCs of comment update should be set as follows:
- Under Meet ALL of the following conditions:
- Ticket > Ticket | Is | Updated
- Ticket > Comment | Is | Public
- Under Actions:
- Notify by > User email | Ticket > (requester and CCs)
The trigger Notify requester of new proactive ticket should be set as follows:
- Under Meet ALL of the following conditions:
- Ticket > Ticket | Is |Created
- Ticket > Privacy | Is | Ticket has public comments
- Ticket details > Current user | Is | (agent)
- Under Actions:
- Notify by > Email user | (requester and CCs)
Ensure the body of your email contains placeholders. Without a placeholder, the message does not send.
Step 3: Check the ticket events
To see whether a trigger sent an email notification for a ticket, view the events of that ticket. Find the public comment that did not send to the customer and look for the Email notification property.
To view a ticket's events, see the video below:
For more information, see How can I troubleshoot my triggers?
Step 4: Retrieve the ticket ID
If the customer still says that they did not receive your notification, the email likely sent but went to the customer's spam folder. In some cases, the user's webmaster or their email client filters certain emails and leads to rejection.
Otherwise, collect a sample ticket ID and Contact Zendesk Customer Support for further help.
For more information, see: