How to get email notification of customer replies to your responses from Zendesk | Community
Skip to main content

How to get email notification of customer replies to your responses from Zendesk

  • August 3, 2015
  • 3 replies
  • 0 views
J

How do I set up Zendesk to get automatic notifications that a user has responded to my replies?

I get email notifications from Zendesk when a customer emails us for the first time. After that, when they reply back to my emails thru zendesk, I do not get any notification of it. I don't seem to see how new messages/replies are marked in the zendesk platform either. I have to manually click on individual emails to see if customers have replied to my response.

 

    This topic has been closed for replies.

    3 replies

    M
    • McCabe11
    • August 3, 2015

    Josephine,

    Do you have any inactive triggers? 

    J
    • Josephine12
    • Author
    • August 4, 2015

    Where do I find inactive triggers? do I need to have admin capability?

    THanks

    N
    • Nils15
    • August 4, 2015

    Hello Josephine,

    yes, only Administrators can manage triggers.
    Please contact your Administrator and ask him/her to check the triggers.

    Admin > Business-Rules > Triggers > „Notify assignee of comment update“ and „Notify assignee of reopened ticket“
    These triggers must be active to receive the email notifications you want.

    Maybe the entry is helpful.
    https://support.zendesk.com/hc/en-us/articles/203662106-Streamlining-workflow-with-ticket-updates-and-triggers

    Please let us know if you need more help.

    Best Regards,
    Nils

    Terms & ConditionsCookie settingsAccessibility statement