No email notifications for requesters without email in Zendesk
What happens if a requester doesn't have an email address in Zendesk?
If a requester doesn't have an email address in their Zendesk profile, they won't receive any email notifications. This is because Zendesk wouldn't know where to send the message.
In such cases, even if CCs on the ticket have email addresses, they also won't receive notifications. This suppression occurs because the Email user + (requester and CCs) action in triggers and automations is suppressed when the requester lacks an email address.
More related questions
Why are CC email notifications sometimes suppressed in Zendesk?
CC email notifications in Zendesk can be suppressed due to system rules designed to prevent duplicate emails and maintain privacy. These rules ensure that internal notes remain private and reduce the number of duplicate notifications sent to users…
How do automations affect comment privacy in Zendesk?
Automations in Zendesk can affect comment privacy, especially when the Email user action is involved. When an automation with this action fires on a private ticket, admins, agents, or groups receive an email notification, but end users do not….
What is the impact of 'Make email comments from CCed end users public' in Zendesk?
The 'Make email comments from CCed end users public' setting in Zendesk can lead to the suppression of the Email user + (requester and CCs) action under certain conditions. This setting is generally not recommended because it might expose replies…
How does business rule action suppression affect the Events log in Zendesk?
When business rule actions like Email user + (requester and CCs) are suppressed in Zendesk, it affects the Events log. If the trigger or automation doesn't include any other actions, no event is recorded, even though the trigger or automation…
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