I am not receiving notifications of new tickets

Issue symptoms

I don't receive an email when new tickets are created.

Resolution steps

If you don't receive these notifications, check these possible causes:

Deactivated trigger

Often, notifications stop because a trigger that sent the notification is deactivated.

Verify if a trigger sends a notification when a ticket is created. To check this: check the ticket events for any trigger that notifies the team. The default trigger that sends these notifications is Notify all agents of received request.

If you don't see a trigger that notifies you, view the deactivated triggers and check if any require activation. You can also build a new trigger that mirrors the functionality of one of the default triggers if they're deleted.

Blocked email

If a trigger runs and sends a notification but you still don't receive the email, the issue is likely outside of Zendesk. Check the spam or junk email folder. An admin can check if rules block emails from certain addresses or domains. For further assistance, see Troubleshooting email deliverability.