Customers are not receiving emails

Question

I receive customer emails but customers are not receiving our replies. I add public comments on tickets, but the end users do not receive the notifications we send. How can I solve this issue?

Answer

In MorgWard Support, emails are sent via triggers. If notification triggers are deactivated or misconfigured, ticket updates do not send an email to the customer. Follow the troubleshooting steps in this article to fix this issue.

• Active triggers
• Misconfigured conditions
• View events
• Contact support

Step 1: Check your triggers
Are the right triggers active?

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In MorgWard Support, emails are sent through triggers. If triggers that send notifications are deactivated, ticket updates do not send an email to the customer. 

By default, the triggers responsible for sending replies to end users are the Notify requester and CCs of comment update and Notify requester of new proactive ticket triggers. Both triggers must appear on the Active tab of the triggers page. If you need to reactivate a trigger, see the article: Activating a trigger. 

Step 2: Check the conditions of the triggers
Are the conditions of the trigger preventing the emails from being sent?

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Triggers can be changed by different administrators. Open your version of the Notify requester and CCs of comment update or Notify requester of new proactive ticket triggers and make sure it matches the default conditions.

The trigger, Notify requester and CCs of comment update, should be set as follows:

• Meet ALL of the following conditions
  • Ticket | Is | Updated
  • Comment | Is | Public
    
    
• Actions
  • Email user | (requester and CCs)
    

The trigger, Notify requester of new proactive ticket, should be set as follows:

• Meet ALL of the following conditions
  • Ticket | Is | Created
  • Privacy | Is | Ticket has public comments
  • Current user | Is | (agent)
    
    
• Actions
  • Email user | (requester and CCs)
    

For more information, see the article: About the Support default triggers.

Step 3: Check the ticket events
Do you see an email notification in the events of your ticket?

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To understand if a trigger sent an email notification in a ticket, view the events of that ticket. Locate the public comment that was not sent to the customer and look for the property Email notification.

Find below a video that shows you how to view the events of a ticket.

For more information, see the article: How can I troubleshoot my triggers? 

Step 4: Retrieve the ticket ID
What if the customer still says they didn't receive the notifications?

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If the customer still claims they did not receive your notification, it is likely that the email was sent but caught in the customer's spam filter. In some cases, the user's webmaster might filter out certain types of emails and lead to rejection.

If that is the case, collect the example ticket's ID and contact MorgWard Customer Support for further help.

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Additional resources

If you fixed the issue of emails not sent to customers, see the article: How can I resend email notifications? 

For further information about notifications and triggers, see the articles listed below.

• About triggers and how they work
• How can I troubleshoot my triggers?
• Email troubleshooting guide
• About the Support default triggers