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Public replies not being received by clients
Answered
Posted Feb 02, 2021
Hello,
I have sent test emails as a "client" to our support account using my work email address. As I also have access to our Zendesk account as an administrator, I replied to my test emails directly from Zendesk using "submit as solved". However, nothing is being sent to the "client" aka my work email.
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1 comment
Amie Brennan
Hey Petrina,
If an end-user isn't receiving the ticket email notifications it generally have something to do with the triggers on your Zendesk.
It would be best to make sure the correct triggers for end-users are active on the account. Below are the two triggers which are linked to sending ticket notifications to customers:
- Notify requester and CC's of received request
- Notify requester and CC's of comment update
Best to check the above two triggers are active first.
Secondly, check the events on the ticket to make sure the triggers are firing off on the ticket. If the triggers are, then the email in the customer inbox may have landed in junk or spam so also best to check there as well.
If you still are stuck, best to then live chat with Zendesk Support for some direct help as they can take a look in your account settings with you to help diagnose. :)
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