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Not Receiving Email Updates for Ticket Responses

Learn why you might not be receiving email updates when a customer responds to a ticket and how to fix it.

Why am I not receiving email updates when a customer responds to a ticket?

If you're not receiving email updates when a customer responds to a ticket, it might be due to a trigger issue. The default trigger, 'Notify assignee of comment update', is responsible for notifying the agent assigned to the ticket of any updates. If this trigger is edited or replaced, notifications may not be sent as expected.

To resolve this, identify the trigger on a ticket that didn't send a notification, edit the trigger, and review its conditions and actions. Ensure that the action 'Notify by User email (assignee)' is included to send notifications to the assignee. For more details, you can refer to the article on troubleshooting triggers.


More related questions

How can I fix the issue of some team members not receiving email notifications?

If some team members are not receiving email notifications, it could be due to trigger settings or email routing issues. First, check the events for ticket updates to confirm if the trigger notification was executed for the specific event. If the…

Can I set up automated responses for ongoing email replies?

Yes, you can set up automated responses for ongoing email replies using Automations in Zendesk. Automations are similar to triggers but execute based on time events after a ticket property is set or updated. For example, you can create an…

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