Troubleshooting Outgoing Email Issues in Zendesk
Why aren't my customers receiving outgoing email notifications in Zendesk?
If your customers aren't receiving outgoing email notifications, it could be due to several common issues. First, ensure that you've added an SPF record to your external domain’s DNS if you've set up an external email domain. This helps Zendesk send emails on behalf of your domain.
Another possibility is that the email notification is caught in the customer's spam filter. You can verify if the notification was sent by checking the ticket events in Zendesk. If the notification was sent successfully, the issue might be on the recipient's end. Additionally, check if any default email notification triggers have been deactivated or if the conditions for a trigger or automation have not been met. Lastly, ensure that the customer's user account includes their email address. For more detailed troubleshooting, refer to the originalZendesk article.
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How can I check if an email notification was sent in Zendesk?
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