My customers don't receive emails

Issue symptoms

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?

Resolution steps

In accounts with the Zendesk Agent Workspace activated, you can view reasons for email delivery failure in the ticket. This helps you determine if the error is from the recipient's email server or from your account.

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.

Go to my account

To troubleshoot this issue:

Step 1 Check your triggers

Step 2 Check the conditions of the triggers

Step 3 Check the ticket events

Step 4 Retrieve the ticket ID

To check your triggers:

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:

By default, the triggers responsible for replies to end users are the Notify requester and CCs of comment update and Notify requester of new proactive ticket triggers. Both triggers must appear as Active on your triggers page.

To reactivate a trigger, see Activating a trigger

To check the conditions of the triggers:

An admin can modify triggers, which can cause them to fail. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and ensure it matches the default conditions.

The trigger Notify requester and CCs of comment update should be set as follows:

Under Meet ALL of the following conditions

Ticket > Ticket Is Updated

Ticket > Comment Is Public

Under Actions

Notify by > User email Ticket > (requester and CCs)

The trigger Notify requester of new proactive ticket should be set as follows:

Under Meet ALL of the following conditions

Ticket > Ticket Is Created

Ticket > Privacy Is Ticket has public comments

Ticket details > Current user Is (agent)

Under Actions

Notify by > Email user (requester and CCs)

Ensure the body of your email contains placeholders. Without a placeholder, the message does not send.

To check the ticket events:

To see whether a trigger sent an email notification for a ticket, view the events of that ticket. Find the public comment that did not send to the customer and look for the Email notification property.

To view a ticket's events, see the video below:

For more information, see How can I troubleshoot my triggers?

To retrieve the ticket ID:

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.

Otherwise, collect a sample ticket ID and Contact Zendesk Customer Support for further help.

For more information, see:

Troubleshooting email deliverability

Customer emails don't show up in Zendesk

I don't receive email updates when a customer responds to a ticket