How can I tell if Zendesk is sending email notifications to customers?

Confirm if Zendesk sends email notifications to customers

1. Activate your triggers. The standard support triggers that begin with Notify requester of... send communication to end users. These triggers must be active to reach end users. See Customers don't receive emails. If you customize triggers, check that any trigger meant to send notifications to end users has conditions that tickets meet. Ensure that your triggers contain the correct placeholder to pull in ticket data.

2. Check a recent ticket. View the events of your ticket. Look for a recent update from an agent. The Email notification label in the audit trail represents the email notifications, followed by an ID number. Click the ID next to a notification to view the email notification.

   

   If the Email notification event doesn't exist in the event log, an email notification wasn't sent.

3. In accounts with the Zendesk Agent Workspace activated, you can also view reasons for email delivery failure directly from the comment.

   

   If you see a delivery failure message, see Understand email delivery failures in the Agent Workspace.

Ask end users to check their spam or junk folders for email notifications.