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Troubleshooting - Notify App

Michael Emmerson

This article is intended to provide troubleshooting guidance for the Notify app. For issues that have a significant impact on multiple functions and/or apps, consider performing general troubleshooting before proceeding.

 

This article contains the following sections:

 

What trigger is attached to my notification?

The first step should be to know which trigger is attached to the notification. 

  1. Open the  notification app from the main navigation bar on the left.
  2. Under Notification templates, select the notification and open the edit view.
  3. Take note of the trigger name shown within the drop-down list.

 

Did the trigger fire?

Now that we know which trigger is attached to our notification, we need to confirm that the trigger is working.

  1. View a ticket within Zendesk where the notification did not work.
  2. Open the ticket event logs.
  3. Perform a browser search (Ctrl + F or Command + F) for the name of the attached trigger.

If no results are found to match the expected timestamp, it can be assumed the trigger conditions are no longer being met and you will need to investigate the cause.

 

Who is the recipient?

Once you've confirmed the trigger is working, we can check the recipients.

  1. Open the  notification app from the main navigation bar on the left.
  2. Under Notification templates, select the notification to open the edit view.
  3. Take note of who the recipients are shown within the drop-down list.

Consider the following:

  • (assignee) is the person assigned to the ticket. If no assignee is present or the assignee is updated after the attached trigger activates, no one will not receive a notification.
  • (current user) is the person who last updated the ticket and can be an end-user or agent. If the end-user activates the attached trigger, no one will receive a notification

 

External factor

Consider whether there might be an external factor outside of Zendesk that prevents notifications from working. The most common one would be browser-related such as an ad blocker. You can typically add an exception within these to allow for our notifications through.

 

What if my notifications work but they are delayed?

Here are some reasons why your notifications might be delayed:

Reason 1: The customer is communicating via Messaging/Chat/WhatsApp.

Zendesk will update the ticket at intervals – usually every 10-15 minutes – to reduce the number of updates required for chat/messaging tickets. This can result in the appearance that a notification is delayed since the message timestamp does not match when the trigger activated. You can view the ticket event logs to verify when the trigger is activated.

Reason 2: There is a server delay or outage.

This is extremely rare and generally only lasts for 1-24 hours depending on the severity of the issue. If your delays have been ongoing for more than several days, it's unlikely to be this reason.

You can check our general troubleshooting page if you suspect this might be the issue.

 

Contact Support

If you've reached this point, it's likely there is a bug or you require additional assistance from our support team. To ensure our team can assist you, please include the following information with your request:

  • Short description of the issue.
  • A screenshot of the notification edit view showing the attached trigger and recipients.
  • A screenshot of the ticket event logs showing the attached trigger is working.

Alternatively, you can choose to record a short screen recording covering the above information. We recommend using tools such as www.loom.com for this purpose.