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One Zendesk trigger can cause a lot of trouble for ChannelReply users: "Notify requester and CCs of comment update." (Note: This may be called "Notify requester of comment update" instead if you have an older Zendesk account.) It’s most likely the problem if you’re experiencing one of the following issues:
Don't care why? Jump straight to how to solve it.
If your Amazon, Shopify or Walmart customers are getting more than one copy of each reply you send from Zendesk, it’s due to this trigger. “Notify requester and CCs of comment update” is causing Zendesk to email the customer directly whenever you reply. At the same time, ChannelReply is creating and sending its own message.
Often, only the ChannelReply version is allowed to reach the customer. But in some cases, both emails are accepted. This causes your customer to get duplicate responses.
If you get a message saying Zendesk can’t deliver your emails to eBay or Amazon, in most cases, your responses are actually being delivered just fine. ChannelReply is delivering each response to your customers as normal.
However, the “Notify requester and CCs of comment update” trigger is generating an email duplicate of each message. It's then trying to send it straight from Zendesk, rather than through ChannelReply. This causes the delivery of the duplicate to fail. While this doesn’t create any problems for your customers, the constant notifications can be an annoyance.
Since Back Market has no email forwarding system at the time of this article's last update, Back Market messages are not affected by this trigger. If duplicate messages are sent to Back Market, it's most likely a bug! Please contact us immediately.
We have not yet tested how this trigger will interact with Newegg, but expect it to behave similarly to how it does with Amazon. Meaning, it can probably cause a lot of trouble! Please follow the instructions below if you send duplicate Newegg messages or get error notifications. If the issue persists, please contact us.
If the last steps above sounded like gibberish, here’s a more detailed breakdown:
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