How does Zendesk send email notifications?

Question How do I send an email? Are emails sent as soon as I submit a ticket? Answer Before Zendesk sends an email notification, you must meet the delivery prerequisites. You must have at least one verified email address. You must verify DNS records. The recipient must have an active email address. Email notifications use a multi-layered system. Business rules, such as triggers and automations, determine when notifications are sent. Triggers fire immediately when conditions are met. Triggers execute in real time. By default, the system includes triggers to send notifications to customers for these events:
When their new request is received
When an agent submits a public comment

The default triggers also notify agents of these events:
When a new request is received
When the agent is assigned a ticket
When a request is assigned to the group of an agent
When an end user submits a comment to an assigned ticket
Automations can also notify customers. Apart from the Request customer satisfaction rating (system automation), no other default automation sends emails to customers. Automations run once per hour and check time-based conditions. Each trigger or automation references an email template:
Templates define content and appearance
Templates use placeholders: {{ticket.title}}, {{ticket.description}}

You can customize templates in Admin Center > Channels > Email > Templates

Alternatively, if the plan has access to Advanced AI Agents, an AI agent for email can configure a generative reply in an email from a messaging conversation instead. For more information, see About the Generative replies block in conversation flows for advanced AI agents. To check which which action sent the notification email on a ticket based on your setup, check the Events view of the ticket for any Email notification event.
Note: Email conversation flows are available by default for any new email in advanced AI agents.


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THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.
What is the email notification system? How does Zendesk send email notifications? What determines when notification rules or auto-replies go out?
Email notifications use a multi-layered system. Business rules, such as triggers or auto-replies and automations or time-based rules, determine when notifications go out.

Can I send an email notification immediately? Are emails sent as soon as I submit a ticket? Do triggers or auto-replies execute in real time?
Yes. Triggers or auto-replies fire immediately when conditions are met. These rules execute in real time.

What are the prerequisites for email delivery? What limits or conditions apply before Zendesk sends an email notification? What do I need to verify to send notifications to a customer or end user?
You must meet specific delivery prerequisites before the system sends a notification. You must have at least one verified email address and you must verify DNS records. Additionally, the recipient or customer must have an active email address.

How do I customize templates? Where do I edit email templates in the Admin Center?
You can customize the content and appearance of templates by navigating to Admin Center Channels Email Templates.

Can I use AI agents or chatbots to reply to emails? How do advanced AI agents configure generative replies?
Yes. If your plan type or pricing tier has access to Advanced AI Agents or chatbots, an AI agent for email can configure a generative reply in an email from a messaging conversation instead. Email conversation flows are available by default for any new email in advanced AI agents.

How do I check which action sent the notification email on a ticket? How do I find the email notification event?
You can check the specific action that sent the notification email by performing the following steps:

Open the ticket.
Open the Events view of the ticket.
Look for any Email notification event.



