Question
I am not sure if my account is emailing my customers updates to their tickets. How do I know if my email was sent?
Answer
- Make sure your triggers are activated.
- The default triggers whose titles begin with Notify requester of... are triggers that send communication to your end users. These triggers need to be active to reach end users. For more information, see the article: Customers are not receiving emails.
- If you customized your triggers, check that any that are intended to send notifications to end users have conditions that are actually met in your tickets. Ensure that your triggers contain the correct placeholders to pull in ticket data.
- Check a recent ticket.
- View the events of the ticket.
- Look for a recent update from one of your agents. The heading Email notification 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.
Have your end users check their spam or junk folders for email notifications as well.
6 Comments
Due to the nature of your concern, I have created a ticket for you. Please wait for my update via email and let's continue our conversation there.
What if the triggers are setup correctly and the events have the trigger activity with the email response. What if the email address from the original ticket is incorrect (bad email or entered by the user incorrectly), how can we see if the email was rejected?
If the email is somehow entered incorrectly notification of this depends on the server for the email domain. Some will send a "bounce-back" message advising that you have contacted an invalid email address, and if this does happen you would find that message in the Suspended view as it would be detected as an automated sending system (and thus suspended to prevent looping automated responses). You can find out more about this here: https://support.zendesk.com/hc/en-us/articles/4408834888730-Common-issues-with-email-deliverability
If you get most of your traffic by web form submissions from your users the most effective way of making sure typos or blatantly incorrect emails are not getting into your system is to require email verification as a part of the submission process. This is just a simple message sent to the address of the submitting user asking them to confirm that the email address is correct and they have access to the account. Once a user profile has the email verified they are not asked to perform that action on future contact with your system. You can find out more about this option here: https://support.zendesk.com/hc/en-us/articles/4408886752410-Verifying-an-end-user-s-email-address
I hope this helps!
Hello @...,
We would not be able to resend any updates in such cases, where we have updated a ticket but the outbound trigger did not exist to send those emails.
However, you may use a notification advising any end-users that if they have an existing ticket updates were not sent in a certain timespan, and you may invite them to contact you, or ignore that email.
You may use Automations for that.
About automations and how they work
Creating and managing automations for time based events
You may create an automation that looks for a certain brand and email that have been created in a certain time span, for example:
Hope that helps!
I set up a new brand in zendesk and forgot to add the outbound trigger to it. Is there any way to automatically resend any emails sent in that brand before the trigger was applied to it?
When one of my groups send tickets from Zendesk to people inside the business who are not on zendesk, they don't get an email notification? But when we reply to a customer, they always get the email notification? Why does this happen?
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