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

<h2 id="h_01HNDFSXRGQ6CCKSBNY1KY6JPS">Confirm if Zendesk sends email notifications to customers</h2><ol>
<li data-list-item-id="ed9cfc38a0282d174f30f3c30e7f44ed4">Activate your triggers. The <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346" target="_blank" rel="noopener noreferrer">standard support triggers</a> that begin with <strong>Notify requester of...</strong> send communication to end users. These triggers must be active to reach end users. See <a href="https://support.zendesk.com/hc/en-us/articles/4408823742618" target="_blank" rel="noopener noreferrer">Customers don't receive emails</a>. 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 <a href="https://support.zendesk.com/hc/en-us/articles/4408887218330" target="_blank" rel="noopener noreferrer">correct placeholder</a> to pull in ticket data.</li>
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<p>Check a recent ticket. View <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank" rel="noopener noreferrer">the events</a> of your ticket. Look for a recent update from an agent. The <strong>Email notification</strong> 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.</p>
<p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11010127755290" alt="Email notification in the events history.png" width="500px"></p>
<p>If the <strong>Email notification</strong> event doesn't exist in the event log, an email notification wasn't sent.</p>
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<li data-list-item-id="e0cbd825ef896cfe011689325c30d3513">
<p>In accounts with <a href="https://support.zendesk.com/hc/en-us/articles/4408821259930-About-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">the Zendesk Agent Workspace</a> activated, you can also view reasons for email delivery failure directly from the comment.</p>
<p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/11010226118810" alt="Error message about the email delivery failure in Agent Workspace.png" width="500px"></p>
<p>If you see a delivery failure message, see <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">Understand email delivery failures in the Agent Workspace</a>.</p>
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</ol><p>Ask end users to check their spam or junk folders for email notifications.</p><style>
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<h2 id="h_01KXGD2T2PH356122N8D9XPHQE">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?</h2>
<p>View the events of your ticket and look for a recent update from an agent. Look for the <strong>Email notification</strong> label followed by an ID number in the audit trail. Click the ID next to a notification to view the email notification. If the <strong>Email notification</strong> 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.</p>

<h2 id="h_01KXGD2T2P27ACWDK6YYG16V1Q">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?</h2>
<p>To ensure Zendesk sends email notifications to an end user or customer, follow these steps:
</p>
<ol>
<li>Activate your triggers or notification rules. Standard support triggers that begin with <strong>Notify requester of...</strong> must be active to reach an end user.</li>
<li>Check your custom conditions. If you customize triggers, ensure that any trigger has conditions that tickets meet.</li>
<li>Verify placeholders. Ensure that your triggers contain the correct placeholder to pull in ticket data.</li>
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<h2 id="h_01KXGD2T2PK5F5XFF4T5ZGB7GM">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?</h2>
<p>Yes. If you activate the Zendesk <strong>Agent Workspace</strong>, inbox, or dashboard, you can view reasons for email delivery failure from the comment.</p>
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