HIGHLY URGENT: Clients Not Receiving Emails Sent Through Zendesk

Hi @nicolette 

Sorry to hear you're experiencing this issue, this may be something you'll need Zendesk support for to fully diagnose, have you contacted them though the get-help option (web widget) in your Zendesk instance?

I found this troubleshooting guide that may help you pinpoint the issue or rule some possibilities out.

https://support.zendesk.com/hc/en-us/articles/4408823742618-My-customers-don-t-receive-emails

When checking your trigger events for a notification trigger, it may also be worth making sure that there is an email action on that trigger and that it is set to requester and CCs.

Hi again,

I somehow missed your screenshots that seem to confirm that there is a trigger that notifies agents, I'm guessing the issue is with the last trigger that should be notifying the requester?

Unfortunately, by German is not good enough to decifer the conditions you have there, would you mind changing your profile language to English and take another screenshot?

Hi Jacob,

Thank you for the quick reply. However, the guide that you've sent me, I've already tried that. 

And I'm not quite sure what you mean by ‘get-help option (web widget) in your Zendesk’. Is that something I have to install? If so, how and where?

I forgot to mention that it's only a problem when we create a new ticket for our clients—they do not receive it.

Hope this clears up things a bit

Yes, I could change it to English. 

here are the screenshots but in english 

Sure. On your personal profile in the ticketing product (Support), there is a “Language” drop-down of available options to chose, after changing to English, click somewhere else on the page to make sure the change is done.

Now, when you go to the trigger in Admin Center, you should see the configuration in English - if not, try giving your browser a refresh (ctrl + shift + r).

Perfect! Those are both for messages sent at ticket creation, they will not send emails upon comment updates by your agents.
If you don't have one that fires on ticket updates, then that is probably what is missing.

If you filter like below and no triggers show up (they will have a different name than mine), then you could either see if it was deactivated (and reactivate it) or create a new one.

If it was deactivated, there may have been a reason for this, perhaps there was some overlap with your proactive ticket notification (just a guess), so you may want to adjust conditions accordingly.

Ahh! Again I missed essential details😁 I think the comment above by  @jihoon11 may be what you're looking for.

Hi guys, everything is set to public and the customers are still not receiving the E-mails we are sending them.  Its only when I open a new ticket. 

Otherwise, when I reply to a ticket, then only they receive it.

Hi @nicolette 

It looks like your pro-active tickets trigger has some conflicting conditions.

In the ALL section you have both ticket is created and ticket is updated, these will never both be true for the same event, so they either need to be 

• moved to the ANY section (if you want this trigger to send emails both when the ticket is created AND when it is updated), or
• you need to remove the “ticket is updated” condition (if you want this to only send emails upon ticket creation)

I suspect the normal comment update trigger is running on ticket updates, so most likely the solution is the latter, removing that condition.

Hi Jacob 

Thank you!! It's working now. 

While I have you here, do you mind helping me with another issue? It's a small one. 

When a customer replies to our ticket, we don't get a notification.

I've already made a post about it (https://support.zendesk.com/hc/en-us/community/posts/7579126442394-Missing-not-receiving-Outlook-Notifications-for-Ticket-Reopen-Reply) that's the link. 

If you can't, it's totally okay. 

Thank you again for your help :)