This article covers common issues encountered while using the app in order to help you self-diagnose and resolve the problem. It is assumed you have a basic understanding of the app, how triggers operate and how to view the ticket event logs. If you need a brief recap, please take a moment to go through the following articles.
This article contains the following sections:
Why aren't my notifications appearing?
It's important to understand how the app integrates with Zendesk in order to send the notification. If you think of notifications as a parcel, you can configure what is inside the box (Message), where it goes (Recipients) and which courier service (Trigger) will deliver the parcel, however, the app will not decide when the parcel is delivered.
This is up to the courier service (Trigger) to determine when the parcel is delivered in the form of conditions.
Zendesk already comes with several great triggers that you can use which will guarantee they are delivered on time and consistently, however, you may experience intermittent issues when creating your own triggers if you haven't taken every condition into account.
Whenever troubleshooting notification, the following flowchart is a good place to start.
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Did the trigger fire?
You will first need to confirm the trigger fired by checking the ticket event logs.
If the trigger does not appear, you'll need to navigate to it within Zendesk, then view the conditions.
- Business Rules
In this example, the only requirement is that checkbox must be checked and the ticket updated. In your case, you may need to make adjustments to the conditions or to your workflow to ensure the conditions are met.
While you're still viewing the trigger, this is a good place to answer the next question in the flowchart which is:
Is the notify action present?
This one involves checking that the action created by the notify app exists on the trigger.
If it doesn't, you'll need to confirm the trigger has been selected from the list in the notification settings and re-select it if required.
Is the recipient correct?
Confusion around the recipient is another common issue. For example, the "current user" is the last user who updated the ticket. In most cases, it wouldn't make sense to notify the current user since they were the individual who triggered the notification so you need to think about how and why you would use this.
Another example is when using the "assignee" recipient, you need to take into consideration that the assignee might be blank at the time of when the trigger fired but is later populated making it appear like the notification didn't work. Depending on your requirements, you can add that the assignee is not 'blank' as part of the conditions in the trigger to prevent misfires.
If you've reached this point, it's likely there is a bug or you require additional assistance from our support team. Please include the issue along with any troubleshooting steps performed in the form of screenshots and/or a screencast/video to help speed up resolution time.