Issue symptoms

I receive customer emails but customers don't receive agent replies. I add public comments on tickets, but the end users don't receive any notification. How can I solve this issue?

Resolution steps

This issue can be related to your initial email setup. Click the button below to go through our in-product guide for further assistance, or navigate through the troubleshooting steps in this article.

Follow the troubleshooting steps below to fix 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, emails are sent through triggers. When triggers that send notifications are deactivated, ticket updates don't 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 status of your triggers page.

Active ticket triggers.svg

If you need to reactivate a trigger, see the article: Activating a trigger.

Step 2: Check the conditions of the triggers

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:

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

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

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

If the customer still claims that they didn't 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 or their email client might filter out certain types of emails and lead to rejection.

Otherwise, collect an example ID of your ticket and contact Zendesk Customer Support for help.

For more information, see these articles: