How does Zendesk send email notifications?

<h2 id="h_01J4VQNRSAX1PWJBTAGANHDP7N">Question</h2><p>How do I send an email? Are emails sent as soon as I submit a ticket?</p><h2 id="h_01J4VQNRSA8KP73DHCCEZGNN97">Answer</h2><p>Before Zendesk sends an email notification, you must meet the delivery prerequisites. You must have at least one <a href="https://support.zendesk.com/hc/en-us/articles/4408834888730-Troubleshooting-email-deliverability" target="_blank" rel="noopener noreferrer">verified email address</a>. You must <a href="https://support.zendesk.com/hc/en-us/articles/4843887715866-How-do-I-verify-forwarding-SPF-DNS-and-TXT-records-in-Zendesk" target="_blank" rel="noopener noreferrer">verify DNS records</a>. The recipient must have an active email address.</p><p>Email notifications use a multi-layered system. Business rules, such as triggers and automations, determine when notifications are sent.</p><p>Triggers fire immediately when conditions are met. Triggers execute in real time.</p><p>By default, the system includes <a href="https://support.zendesk.com/hc/en-us/articles/4408828984346-About-the-Support-default-triggers" target="_blank" rel="noopener noreferrer">triggers to send notifications to customers</a> for these events:</p><ul>
<li data-list-item-id="e94477ba4ee214a24668eded027852678">When their new request is received</li>
<li data-list-item-id="e9559b8182d63cad37ba9a19755b2fed7">When an agent <a href="https://support.zendesk.com/hc/en-us/articles/4408828489370-Adding-comments-to-tickets" target="_blank" rel="noopener noreferrer">submits a public comment</a>
</li>
</ul><p>The default triggers also notify agents of these events:</p><ul>
<li data-list-item-id="e58bf8a3da60dc2a34bfe3f51b4e5e2b5">When a new request is received</li>
<li data-list-item-id="e84403c7612469cf42e9296df4a68a7c0">When the agent is assigned a ticket</li>
<li data-list-item-id="e94938f79695762433b98173cd959b575">When a request is assigned to the group of an agent</li>
<li data-list-item-id="e0d774d12ff8e7c2526020ff1a8fe474a">When an end user submits a comment to an assigned ticket</li>
</ul><p>Automations can also notify customers. Apart from the <a href="https://support.zendesk.com/hc/en-us/articles/4408835051546-About-the-Support-default-automations" target="_blank" rel="noopener noreferrer">Request customer satisfaction rating (system automation)</a>, no other default automation sends emails to customers. Automations run once per hour and check time-based conditions.</p><p>Each trigger or automation references an email template:</p><ul>
<li data-list-item-id="e7e5e7e6dd4097ce9b3d34a3414712518">Templates define content and appearance</li>
<li data-list-item-id="e9b8d4670d1564d88bd935625e90dfa0d">Templates use placeholders: <code>{{ticket.title}}</code>, <code>{{ticket.description}}</code>
</li>
<li data-list-item-id="ee81a23f337694bef5dc35900d87884f5">You can customize templates in <strong>Admin Center</strong> &gt; <strong>Channels</strong> &gt; <strong>Email</strong> &gt; <strong>Templates</strong>
</li>
</ul><p>Alternatively, if the plan has access to Advanced AI Agents, an AI agent for email can configure a generative reply in an email from a messaging conversation instead. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/8357749315098-About-the-Generative-replies-block-in-conversation-flows-for-advanced-AI-agents" target="_blank" rel="noopener noreferrer">About the Generative replies block in conversation flows for advanced AI agents</a>.</p><p>To check which which action sent the notification email on a ticket based on your setup, check the <strong>Events</strong> view of the ticket for any <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates" target="_blank" rel="noopener noreferrer">Email notification</a> event.</p><div>
<div>Note: <a href="https://support.zendesk.com/hc/en-us/articles/8357758805146-Using-conversation-flows-for-email-advanced-AI-agents" target="_blank" rel="noopener noreferrer">Email conversation flows</a> are available by default for any new email in advanced AI agents.</div>
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<h2 id="h_01KXGN0YA4FVY7FHXNTS0FA4S3">What is the email notification system? How does Zendesk send email notifications? What determines when notification rules or auto-replies go out?</h2>
<p>Email notifications use a multi-layered system. Business rules, such as triggers or auto-replies and automations or time-based rules, determine when notifications go out.</p>

<h2 id="h_01KXGN0YA4DPBED1S5CEXNTKE3">Can I send an email notification immediately? Are emails sent as soon as I submit a ticket? Do triggers or auto-replies execute in real time?</h2>
<p>Yes. Triggers or auto-replies fire immediately when conditions are met. These rules execute in real time.</p>

<h2 id="h_01KXGN0YA48YG9KFKPBPNWGGR0">What are the prerequisites for email delivery? What limits or conditions apply before Zendesk sends an email notification? What do I need to verify to send notifications to a customer or end user?</h2>
<p>You must meet specific delivery prerequisites before the system sends a notification. You must have at least one verified email address and you must verify DNS records. Additionally, the recipient or customer must have an active email address.</p>

<h2 id="h_01KXGN0YA4SRWQVA1GYTSTT6D3">How do I customize templates? Where do I edit email templates in the Admin Center?</h2>
<p>You can customize the content and appearance of templates by navigating to <strong>Admin Center</strong> <strong>Channels</strong> <strong>Email</strong> <strong>Templates</strong>.</p>

<h2 id="h_01KXGN0YA4T48SZY1X8C345EXF">Can I use AI agents or chatbots to reply to emails? How do advanced AI agents configure generative replies?</h2>
<p>Yes. If your plan type or pricing tier has access to Advanced AI Agents or chatbots, an AI agent for email can configure a generative reply in an email from a messaging conversation instead. Email conversation flows are available by default for any new email in advanced AI agents.</p>

<h2 id="h_01KXGN0YA4403JY6PSEH215H9E">How do I check which action sent the notification email on a ticket? How do I find the email notification event?</h2>
<p>You can check the specific action that sent the notification email by performing the following steps:</p>
<ol>
<li>Open the ticket.</li>
<li>Open the <strong>Events</strong> view of the ticket.</li>
<li>Look for any Email notification event.</li>
</ol>
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