Domanda
Non sono sicuro che il mio account invii ai miei clienti aggiornamenti sui loro ticket. Come faccio a sapere se la mia email è stata inviata?
Risposta
- Assicurati che i trigger siano attivati.
- I trigger Support standard, i cui titoli iniziano con Notifica richiedente di..., inviano comunicazioni agli utenti finali. Questi trigger devono essere attivi per raggiungere gli utenti finali. Per ulteriori informazioni, leggi l’articolo: I clienti non ricevono email.
- Se hai personalizzato i trigger, verifica che quelli destinati all’invio di notifiche agli utenti finali presentino condizioni effettivamente soddisfatte nei ticket. Assicurati che i trigger contengano il segnaposto corretto per inserire i dati dei ticket.
- Controlla un ticket recente.
- Visualizza gli eventi del ticket.
- Cerca un aggiornamento recente da uno dei tuoi agenti. L’intestazione Notifiche email nel percorso di verifica rappresenta le notifiche email, seguite da un numero ID. Fai clic sull’ID accanto a una notifica per visualizzare la notifica email.
- Se l’evento di notifica email non esiste nel registro eventi, significa che non è stata inviata alcuna notifica email.
Chiedi agli utenti finali di controllare anche le notifiche email nelle cartelle dello spam o della posta indesiderata.
14 commenti
Gabriel Manlapig
Hi Sachin,
As of the moment, we don't have an out-of-the-box feature to check if the trigger notification was sent to the intended recipients within Zendesk interface.
If all these steps are followed and your agents or end users still confirm that they didn't receive the email notifications coming from your trigger, we can use the email notification ID to look at our logs and confirm if the email went out from our mail server as a last resort. We would suggest submitting a ticket so we can better troubleshoot the email delivery issue.
Thank you!
0
Sachin Rohra
Hi Zendesk Support, the agent is not receiving emails on assignment though trigger is working and the trigger activity count is increasing on assignment. Also, i checked the events activity within the ticket, there is a message that says Email Notification was sent with a reference number, however when I click on the reference number, it just shows the template of the trigger that i have defined. It doesn't show the actual email. How can I see the sent emails within the Zendesk interface? I want to be sure if the email was sent by Zendesk to the agent. Is there a log of all emails sent by Zendesk so I know the “From email address” and “To email address” getting picked correctly and if the email was sent or no.
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Ivan Miquiabas
Thanks for explaining the use-case, for that matter I believe triggers will still fire but unfortunately there is no way to alert the agent if the profile has no email address on file. Although this has been requested as a product feature, see this Community post. Last update was last year. There are no plans yet of gettting this added as a feature. But I encourage you to up the post so that our Product team will be notified.
Cheers!
1
Nick S
Email notifications only get sent out if there is an email address on the user profile, but not all our end-users have an email.
For example we have tickets/users created as a result of an inbound call which does not have an email address attached. An agent may forget to check if a requester profile actually has an email address on their profile, and when they submit a public reply it doesn't actually go anywhere since the profile has no email.
Triggers are set correctly to send the email notification where an email address is present on the end-user profile, but there is no notification if an email is absent.
0
Ivan Miquiabas
Thanks for reaching out! I'm not sure what you mean by the requestor profile does not contains an email address. Can you expound?
But for Email notification, for every activity on tickets are controlled via Zendesk default triggers, there are for agents and for end-users depending on the updates happening on the ticket.
Default triggers
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Nick S
Hi team, is there a way we can receive an alert if a public reply is added to a ticket by the agent, but the requester profile does not contain an email address and therefore doesn't send?
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Viktor Osetrov
Please create a ticket with us separately and use the following ticket number as a reference. Have attached below
Hope it helps
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ImRowe
Hi Dane,
I have a similar issue, could you share the ticket no?
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Dane
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.
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Luke
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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