Zendesk Email Notifications Not Sending

How to fix it

Try these in order — the most common fix is first.

1. 1. Check the events log

   Copy steps
   1. Add /events to the ticket URL
   2. Look for an email notification entry under the comment
   Did this fix it? Yes No

2. 2. Repair the trigger

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   1. Admin Center > Objects and rules > Business rules > Triggers
   2. Filter for Notify requester and activate inactive ones
   3. Confirm the body contains at least one placeholder
   4. Make sure the reply is public
   Did this fix it? Yes No

3. 3. Fix delivery authentication

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   1. Publish exactly one SPF TXT record including mail.zendesk.com
   2. Add the two Zendesk DKIM keys and turn on digital signatures
   3. Publish a DMARC policy starting at p=none
   Did this fix it? Yes No

4. 4. Check delivery failure notices

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   1. Look for the Failed to deliver notice next to the recipient
   2. Verify the requester's profile has a valid email address
   Did this fix it? Yes No

Symptoms

Customers or agents do not receive reply or update emails.

Why it happens

• Notification trigger inactive or broken
• Email body lost its placeholder (without one the email does not send)
• Comment was an internal note, not public
• Missing SPF/DKIM/DMARC leading to spam or bounce
• Requester has no email address or the address bounces

This guide also covers

• zendesk notifications not sending
• zendesk not sending emails to customers
• zendesk email going to spam

The same problem in other apps

All notifications, reminders & messages not sending guides →

• Intercom Emails Not Delivered or Going to Spam (Intercom)

Other Zendesk errors

• Zendesk Emails Not Creating Tickets
• Zendesk Triggers Not Firing
• Zendesk Web Widget Not Loading or Not Showing
• Zendesk SSO Login Error (Redirected to Logout URL)
• Zendesk Macros Not Working or Not Showing
• Zendesk API Errors 401, 422 and 429
• Zendesk Attachment Too Large or Upload Refused
• Zendesk AI Agent Not Answering