Question
I receive customer emails but customers are not receiving our replies. I add public comments on tickets, but the end users do not receive the notifications we send. How can I solve this issue?
Answer
This issue could be related to your initial email setup. Click on the button below to go through our in-product guide for further assistance, or navigate through the troubleshooting steps in this article.
In Zendesk, email responses are sent through triggers. When notification triggers are deactivated or misconfigured, ticket updates do not send an email to the customer. Follow the troubleshooting steps in this article to fix this issue.
- Active triggers
- Misconfigured conditions
- View events
- Contact support
Step 1: Check your triggers
Are the right triggers active?
In Zendesk emails are sent through triggers. When triggers that send notifications are deactivated, ticket updates do not send an email to the customer. To learn more about how to address this problem, see this video
By default, the triggers responsible for sending 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 on the Active tab of the triggers page.
If you need to reactivate a trigger, see the article: Activating a trigger.
Step 2: Check the conditions of the triggers
Are the conditions of the trigger preventing the emails from being sent?
Admins can modify triggers which can cause them to stop working 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
- Meet ALL of the following conditions
- Ticket | Is | Updated
- Comment | Is | Public
- Actions
- Email user | (requester and CCs)
The trigger Notify requester of new proactive ticket should be set as follows
- Meet ALL of the following conditions
- Ticket | Is | Created
- Privacy | Is | Ticket has public comments
- Current user | Is | (agent
- Actions
- Email user | (requester and CCs)
- Email user | (requester and CCs)
Ensure that the body of your email contains placeholders. Without a placeholder, the content of your message will not be sent.
Step 3: Check the ticket events
Do you see an email notification in the events of your ticket?
To understand if a trigger sent an email notification in a ticket, view the events of that ticket. Locate the public comment not sent to the customer and look for the property Email notification.
See the video below for information on how to view the events of a ticket.
For more information, see the article: How can I troubleshoot my triggers?
Step 4: Retrieve the ticket ID
What if the customer still says they didn't receive the notifications?
If the customer still claims they did not receive your notification, it is likely that the email was sent but caught in the customer's spam filter. In some cases, the user's webmaster might filter out certain types of emails and lead to rejection. Ask your customers to check their spam or junk folders.
Otherwise, collect the example IDs of the ticket and contact Zendesk Customer Support for further help.
Additional resources
For more information, see these articles:
1 Comments
my customers do not receive emails from Zendesk
In your example there is "message pushed to target:
I read this article and passed all steps ... except this one
but I'm seeing the following
there are no "Push" step.
And there are noting in documentation about this problem. How can it be fixed? What must be done?
Please help
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