We seem to have an issue where tickets added manually by agents to contact a customer (using the Add feature in the top left) are not received by the end user when sent. Or, they receive an email to login to ZD, which we do not want, nor do they need.
The requester email is being properly added and the ticket appears to have been sent, but the user, in most cases, never receives is.
Is there a setting I am missing to resolve this issue?
We have this issue as well.
@brett13 We're running into the same issue and I've checked all of our triggers, and see no issues. I also have every single verification, DNS records, DKIM, etc. you can think of. Any other recommendations? I contacted your Support team and they don't have any leads either.
We've asked end-users to check their spam folders, but we still receive occasional complaints about not receiving our notifications.
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I would check your triggers set up to make sure that the conditions are being met that should send the email notification.
I know this can sometimes happen if an agent creates the ticket and immediately marks it as solved instead of open.
I'd recommend taking a look at this article as well: Customers are not receiving emails (Video)
Let me know if you continue to experience issues!