My customers don't receive emails

<h2 id="h_01HGX6PYGGADQZDT1M4YBD492Z">Issue symptoms</h2><p>I receive customer emails, but customers don't get my replies. I add public comments on tickets, but end users don't get any notification. How do I solve this?</p><h2 id="h_01HGX6PYGGR2WJP9S9XY8CJS5Q">Resolution steps</h2><p>In accounts with the <a href="https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">Zendesk Agent Workspace</a> activated, you can view <a href="https://support.zendesk.com/hc/en-us/articles/7917145637530-Understanding-email-delivery-failures-in-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">reasons for email delivery failure</a> in the ticket. This helps you determine if the error is from the recipient's email server or from your account.</p><p>This issue might relate to your email setup. Select the button below to use the in-product guide for more help, or follow the steps in this article to troubleshoot the issue.</p><p><button>Go to my account</button></p><p>To troubleshoot this issue:</p><ul>
<li data-list-item-id="ea0028cca11cf79761fe40992b6dd9c81"><a href="#h_01HY2HVJ7292T59H2B2P7QSJMP">Step 1 Check your triggers</a></li>
<li data-list-item-id="efba83b750796ebabfbb7e00b27ee2e8f"><a href="#h_01HY2HW5E5NMYTP5YZAM3ZG6K3">Step 2 Check the conditions of the triggers</a></li>
<li data-list-item-id="e144e7b86310ee2aa84f3ad1b848462a0"><a href="#h_01HY2HWHGY5HQCEH0NRZ38ZN8B">Step 3 Check the ticket events</a></li>
<li data-list-item-id="ed65f1c0baf3a1b32a3f9013c1ffca043"><a href="#h_01HY2HWYT9Q4FER3ASZR4C0W8S">Step 4 Retrieve the ticket ID</a></li>
</ul><h3 id="h_01HY2HVJ7292T59H2B2P7QSJMP">To check your triggers:</h3><p>In Zendesk Support, triggers send emails. If notification triggers are inactive, ticket updates don't send an email to the customer. To learn more about how to fix this, see the video below:</p><p><iframe src="//www.youtube-nocookie.com/embed/s1VP_0aKUgw" width="560" height="315" frameborder="0" allowfullscreen=""></iframe></p><p>By default, the triggers responsible for replies to end users are the <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_5yf_43s_5t" target="_blank" rel="noopener noreferrer">Notify requester and CCs of comment update</a> and <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_zh3_wx5_d3b" target="_blank" rel="noopener noreferrer">Notify requester of new proactive ticket</a> triggers. Both triggers must appear as <strong>Active</strong> on your <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_ftg_d4s_5t" target="_blank" rel="noopener noreferrer">triggers</a> page.</p><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11006833097114" alt="Active ticket triggers.svg" width="1970"></p><p>To reactivate a trigger, see <a href="https://support.zendesk.com/hc/en-us/articles/4408882237722-Managing-triggers#topic_vcz_cfy_2lb" target="_blank" rel="noopener noreferrer">Activating a trigger</a></p><h3 id="h_01HY2HW5E5NMYTP5YZAM3ZG6K3">To check the conditions of the triggers:</h3><p>An admin can modify triggers, which can cause them to fail. Open your version of the <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_5yf_43s_5t" target="_blank" rel="noopener noreferrer">Notify requester and CCs of comment update</a> or <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_zh3_wx5_d3b" target="_blank" rel="noopener noreferrer">Notify requester of new proactive ticket</a> triggers and ensure it matches the default conditions.</p><p>The trigger <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_5yf_43s_5t" target="_blank" rel="noopener noreferrer">Notify requester and CCs of comment update</a> should be set as follows:</p><ul>
<li data-list-item-id="e24a0dc2daa32a441e694d20f6377f512">Under Meet ALL of the following conditions<ul>
<li class="wysiwyg-list-bold" data-list-item-id="e82eb68b1e4403235753dc0c36b05c4ab"><strong>Ticket &gt; Ticket Is Updated</strong></li>
<li class="wysiwyg-list-bold" data-list-item-id="ea6308811d35398a3edf7389e4e368a62"><strong>Ticket &gt; Comment Is Public</strong></li>
</ul>
</li>
<li data-list-item-id="e124b6c7ab460cab586ec068404e4b99c">Under Actions<ul><li class="wysiwyg-list-bold" data-list-item-id="e7b866fea3569db495462fab8343c57f0"><strong>Notify by &gt; User email Ticket &gt; (requester and CCs)</strong></li></ul>
</li>
</ul><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11006894039194" alt="Notify requester and CCs of comment update trigger.png" width="1517"></p><p>The trigger <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers#topic_zh3_wx5_d3b" target="_blank" rel="noopener noreferrer">Notify requester of new proactive ticket</a> should be set as follows:</p><ul>
<li data-list-item-id="e8c271e4c2865a687a63d014e69f50937">Under Meet ALL of the following conditions<ul>
<li class="wysiwyg-list-bold" data-list-item-id="ef38ac2c18e0439b89b8afe68831f6f05"><strong>Ticket &gt; Ticket Is Created</strong></li>
<li class="wysiwyg-list-bold" data-list-item-id="e70cbdfafce59009ee7db2b932d6925d0"><strong>Ticket &gt; Privacy Is Ticket has public comments</strong></li>
<li class="wysiwyg-list-bold" data-list-item-id="e60a11bfdf20083ade7e65e5753018d2c"><strong>Ticket details &gt; Current user Is (agent)</strong></li>
</ul>
</li>
<li data-list-item-id="ecbbc5582d9dc33a818426fe367adca4b">Under Actions<ul><li data-list-item-id="e058ae1a284cad0649101d344f73c1f34">
<strong>Notify by &gt; Email user</strong> <strong>(requester and CCs)</strong>
</li></ul>
</li>
</ul><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11006894039450" alt="Notify requester of proactive ticket trigger.png" width="1517"></p><p>Ensure the body of your email contains <a href="https://support.zendesk.com/hc/en-us/articles/4408887218330-Using-placeholders" target="_blank" rel="noopener noreferrer">placeholders</a>. Without a placeholder, the message does not send.</p><h3 id="h_01HY2HWHGY5HQCEH0NRZ38ZN8B">To check the ticket events:</h3><p>To see whether a trigger sent an email notification for a ticket, <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-of-a-ticket" target="_blank" rel="noopener noreferrer">view the events</a> of that ticket. Find the public comment that did not send to the customer and look for the <strong>Email notification</strong> property.</p><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11006833097370" alt="Email notification in the events history.png" width="1962"></p><p>To view a ticket's events, see the video below:</p><p><iframe src="//www.youtube-nocookie.com/embed/g9F-CzsyDnA" width="560" height="315" frameborder="0" allowfullscreen=""></iframe></p><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408830993818-How-can-I-troubleshoot-my-triggers-" target="_blank" rel="noopener noreferrer">How can I troubleshoot my triggers?</a></p><h3 id="h_01HY2HWYT9Q4FER3ASZR4C0W8S">To retrieve the ticket ID:</h3><p>If the customer still says that they did not receive your notification, the email likely sent but went to the customer's spam folder. In some cases, the user's webmaster or their email client filters certain emails and leads to rejection.</p><p>Otherwise, collect a sample ticket ID and Contact Zendesk Customer Support for further help.</p><p>For more information, see:</p><ul>
<li data-list-item-id="e5ba5604bda51d486e05923eda7ab8f6a"><a href="https://support.zendesk.com/hc/en-us/articles/4408834888730-Troubleshooting-email-deliverability" target="_blank" rel="noopener noreferrer">Troubleshooting email deliverability</a></li>
<li data-list-item-id="e4a4efec26192a5753611d63a0e9f35dd"><a href="https://support.zendesk.com/hc/en-us/articles/4408833552282-Customer-emails-don-t-show-up-in-Zendesk" target="_blank" rel="noopener noreferrer">Customer emails don't show up in Zendesk</a></li>
<li data-list-item-id="e3095dfb35a460fe67d74c409711c58fe"><a href="https://support.zendesk.com/hc/en-us/articles/4435621065498-I-don-t-receive-email-updates-when-a-customer-responds-to-a-ticket" target="_blank" rel="noopener noreferrer">I don't receive email updates when a customer responds to a ticket</a></li>
</ul><style>
.ai-only {
position: absolute !important;
width: 1px !important;
height: 1px !important;
padding: 0 !important;
margin: -1px !important;
overflow: hidden !important;
clip: rect(0, 0, 0, 0) !important;
white-space: nowrap !important;
border: 0 !important;
}
</style>
<div class="ai-only" aria-hidden="true">
<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXEBV10DMEZ3W9WQPB6C4ZZT">What is the benefit of the "Agent Workspace" for email delivery failures? Why should I use the Inbox or Dashboard to view notifications? How do I determine if an email error comes from my account or the recipient server?</h2>
<p>When you activate the <strong>Agent Workspace</strong> or Inbox or Dashboard, you view the specific reasons for email delivery failure within the ticket. This feature helps you determine if the error comes from the email server of the recipient or from your own brand or account.</p>

<h2 id="h_01KXEBV10DY1KV5KGNCY1FC7TT">Do inactive triggers or auto-replies prevent emails to customers? Can disabled notification rules stop ticket updates to the requester or end user? Do inactive triggers block replies to users?</h2>
<p>Yes. In the <strong>Support</strong> help desk or ticketing system, triggers send emails. If notification triggers remain inactive, ticket updates do not send an email to the requester or customer or end user.</p>

<h2 id="h_01KXEBV10D94FKT4FC7WTS5XW3">Which default triggers must appear as active to send email updates to the requester? What notification rules are responsible for automated replies to the customer or end user? Must "Notify requester and CCs of comment update" and "Notify requester of new proactive ticket" be enabled?</h2>
<p>By default, the specific triggers responsible for replies to the requester or end user are the <strong>Notify requester and CCs of comment update</strong> and <strong>Notify requester of new proactive ticket</strong> triggers or auto-replies. Both triggers must appear as <strong>Active</strong> on your triggers page to ensure updates deliver to the customer or client.</p>

<h2 id="h_01KXEBV10D4448BXY0DC6EWFPZ">What are the default conditions for the "Notify requester and CCs of comment update" trigger? How do I set up the notification rule for public comments? What settings must the "Notify requester and CCs of comment update" auto-reply contain?</h2>
<p>You must configure your version of the <strong>Notify requester and CCs of comment update</strong> trigger or notification rule to match these default criteria:</p>
<ol>
<li>Under <strong>Meet ALL of the following conditions</strong>, add <strong>Ticket</strong> &gt; <strong>Ticket Is Updated</strong> and <strong>Ticket</strong> &gt; <strong>Comment Is Public</strong>.</li>
<li>Under <strong>Actions</strong>, add <strong>Notify by</strong> &gt; <strong>User email</strong> <strong>Ticket</strong> &gt; <strong>(requester and CCs)</strong>.</li>
</ol>
<p>Your configuration must include these exact settings to notify the customer or end user.</p>

<h2 id="h_01KXEBV10DJ25G4562GC2XMZWQ">What are the default conditions for the "Notify requester of new proactive ticket" trigger? How do I configure the proactive notification rule for a new ticket? What settings must the "Notify requester of new proactive ticket" auto-reply meet?</h2>
<p>You must ensure your version of the <strong>Notify requester of new proactive ticket</strong> trigger or auto-reply matches these exact default conditions:</p>
<ol>
<li>Under <strong>Meet ALL of the following conditions</strong>, add <strong>Ticket</strong> &gt; <strong>Ticket Is Created</strong>, <strong>Ticket</strong> &gt; <strong>Privacy Is Ticket has public comments</strong>, and <strong>Ticket details</strong> &gt; <strong>Current user Is (agent)</strong>.</li>
<li>Under <strong>Actions</strong>, add <strong>Notify by</strong> &gt; <strong>Email user</strong> <strong>(requester and CCs)</strong>.</li>
</ol>
<p>These criteria allow your team or support person to send proactive notifications to the client or customer.</p>

<h2 id="h_01KXEBV10D9TK9AC1X7R6CZHTY">Why does a trigger email notification fail to deliver to the requester? Do automated email bodies require placeholders to deliver to the customer? What happens if an auto-reply has no placeholders?</h2>
<p>Without a placeholder, the message does not send. You must ensure the body of your email contains placeholders so that the notification rule or trigger can deliver messages to the customer or end user.</p>

<h2 id="h_01KXEBV10DQ1W0VEW3ANDXXSZ3">How do I check if a trigger or auto-reply sent an email notification for a ticket? How can I view ticket events to track a notification rule? Where do I see the "Email notification" property for a public comment?</h2>
<p>You view the events of that specific ticket to see whether a trigger or notification rule sent an email notification:</p>
<ol>
<li>Find the public comment or private comment that did not send to the customer or end user.</li>
<li>Look for the <strong>Email notification</strong> property within the ticket events.</li>
</ol>
<p>This reveals whether the help desk or ticketing system triggered the email update for the requester.</p>

<h2 id="h_01KXEBV10DP0GVGNGRG8GSGZC0">What should I do if a customer still says they did not receive the email notification? Why do end users not receive updates if ticket events show the email sent? Where do emails go if the client or requester filters them?</h2>
<p>If the ticket events confirm the notification sent but the customer or end user still reports they did not receive it, the email likely went to the spam folder of the customer. In some cases, the webmaster or email client of the user filters certain emails, which leads to rejection. If the issue continues, you collect a sample ticket ID and <strong>Contact Zendesk Customer Support</strong> for further assistance.</p>

</details>
</div>