Hi Support,
When I created a ticket and others reply, sometimes I'll receive email notification and sometimes not, how can I fix it?
Br,
Ching
Question
unable to receive email notification from time to time
- Employee
Hello Lai-Ching Lo,
Often there are a few variables that can result in email notification from others users via email. I would reccomed looking into our troubleshooting guide to help identify where the breakdown on this is starting.
Best regards.
Hi there,
I'm unable to find a help guide regarding not receiving email notification when someone reply the zendesk ticket, and it happens only from time to time, not all the time, please help to show me the correct guide if there's one related to this exact same issue. Thanks!
Br,
Ching
Hi Brett,
It's the agent (me) not receiving an email notification when a user replies to a ticket (as internal note), and it only happens from time to time.
Br,
Ching
- Community Manager
Hey Lai-Ching,
I would recommend triggers under Admin>Business Rules>Triggers to make sure you have a trigger that notifies the assignee with there's a private comment made. You can also check the Ticket Events to see if the trigger did fire and send out the email.
I hope this helps!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hey Lai-Ching,
Just to confirm, is the agent not receiving an email notification when a user replies to a ticket? Or does the end-user not receive an email notification when an agent replies to a ticket.
You'll want to double check and make sure your default triggers are set up which is what sends the email notifications out. More information in this article: About the Support default triggers
Keep me posted!