How can I tell if Zendesk is sending email notifications to customers?

Confirm if Zendesk sends email notifications to customers
Activate your triggers. The standard support triggers that begin with Notify requester of... send communication to end users. These triggers must be active to reach end users. See Customers don't receive emails. If you customize triggers, check that any trigger meant to send notifications to end users has conditions that tickets meet. Ensure that your triggers contain the correct placeholder to pull in ticket data.

Check a recent ticket. View the events of your ticket. Look for a recent update from an agent. The Email notification label in the audit trail represents the email notifications, followed by an ID number. Click the ID next to a notification to view the email notification.

If the Email notification event doesn't exist in the event log, an email notification wasn't sent.


In accounts with the Zendesk Agent Workspace activated, you can also view reasons for email delivery failure directly from the comment.

If you see a delivery failure message, see Understand email delivery failures in the Agent Workspace.

Ask end users to check their spam or junk folders for email notifications.
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How do I know if an email notification went out from a ticket? How do I view the email notification audit trail in my help desk? Can I check the event log to confirm Zendesk sent an auto-reply? How do I find the "Email notification" label?
View the events of your ticket and look for a recent update from an agent. Look for the Email notification label followed by an ID number in the audit trail. Click the ID next to a notification to view the email notification. If the Email notification event does not exist in the event log, Zendesk did not send an email notification. Ask the end user or customer to check their spam or junk folders.

What is the requirement for an auto-reply or notification rule to reach a customer? How do I activate triggers to send email notifications to an end user? Can I check if my notification rules contain the correct placeholder?
To ensure Zendesk sends email notifications to an end user or customer, follow these steps:


Activate your triggers or notification rules. Standard support triggers that begin with Notify requester of... must be active to reach an end user.
Check your custom conditions. If you customize triggers, ensure that any trigger has conditions that tickets meet.
Verify placeholders. Ensure that your triggers contain the correct placeholder to pull in ticket data.



Can I see email delivery failures in the "Agent Workspace"? How do I see why an auto-reply fails in my inbox or dashboard? Can I view reasons for email failure from a comment?
Yes. If you activate the Zendesk Agent Workspace, inbox, or dashboard, you can view reasons for email delivery failure from the comment.

