When I answer a ticket, the answer/mail never gets to the customer | Community
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When I answer a ticket, the answer/mail never gets to the customer

  • April 8, 2021
  • 1 reply
  • 0 views
J

Hi, 

I have a problem. When a new ticket is made from a customer contacting me and I answer, the answer sometimes doesn't go through.

The answer I send never gets to the customer, not even in their spam filter. I tried several email domains, and there is no pattern lik it's only @hotmail.com or @live.com that doesn't recieve an answer or something like that. 

I don't know if it's a bug, but it is a big problem because my customers doesn't get my answer.

 

    1 reply

    G

    Hi Julie,

    Welcome to our Community!

    I'm sorry to hear that your emails are not being delivered to the customers. By default, all email notifications that are added as ticket comments are being sent through triggers. I would recommend checking in your Zendesk account if our default triggers are enabled. You'll find the full list of the Zendesk Support default triggers in our article here. Please make sure that the triggers "Notify requester..." are enabled as they send out notifications to the customers.

    I would also recommend taking a look at our troubleshooting guide here: Customers are not receiving emails. In this guide, you'll find the steps to fix the issue. However, if it doesn't help, please feel free to reach out to our Customer Support and we'll be happy to look into it more thoroughly!

    I hope it helps!

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