Issue symptoms

I receive customer emails, but customers don't get agent 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 enabled, 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. Click the button below to use the in-product guide for more help, or follow the steps in this article to troubleshoot the issue.

Follow the steps below 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, emails are sent through triggers. If notification triggers are inactive, ticket updates don't send an email to the customer. To learn more about how to fix this, see this video:

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.

Active ticket triggers.svg

If you need 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 to work as intended. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and make sure 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)

Notify requester and CCs of comment update trigger.png 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)

Notify requester of proactive ticket trigger.png

Make sure the body of your email contains placeholders. Without a placeholder, the content of your message doesn't 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 didn't send to the customer and look for the property Email notification.

email_notification_icon.png

See the video below for how to view a ticket's events:

For more information, see How can I troubleshoot my triggers?

Step 4: Retrieve the ticket ID

If the customer still says that they didn't 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 these articles:

  • Troubleshooting email deliverability
  • Customer emails don't show up in Zendesk
  • I don't receive email updates when a customer responds to a ticket
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